Customer Service Team Leader at Bread
Tampa, FL, US

Bread is a fintech startup using technology and design to transform the world of paper credit card applications and hidden interest rates. We partner with retailers to offer pay-over-time solutions that make financing easier and more transparent. Our products improve ease-of-use and access for consumers while helping retailers grow their sales by reaching more shoppers. We’re backed by top investors including Menlo Ventures and Bessemer Venture Partners.

 

The Customer Service Team Leader will report to the Director of Customer Service and be responsible for managing the day to day operations of the Customer Service Department in our new Operations Center in Tampa, Florida. The Customer Service Team Leader will coach and motivate a team of up to 15 Operations Associates and is considered an Exempt position under the FLSA.

 

Who you are:

  • You live and breathe customer centricity
  • A self-starter with a firmly positive attitude and flawless work ethic
  • Highly adaptive and composed in fast-changing environments
  • Data tells the best story and you constantly strive to leverage the best KPIs to drive your decision making
  • You are unflappable, interfacing with executives across various functional departments excites you
  • Continuous improvement is part of your daily mindset  

 

What you will do:

  • Engage and inspire team members to ensure individual and team goals are met on a daily, weekly, monthly and annual basis
  • Exercise independent judgment and discretion while addressing team and company needs, and making operational decisions that encourage high levels of service and collection realization
  • Maintain department policy and procedures, ensure accountability to established guidelines, establish new policy & procedures as business needs warrant
  • Own workforce management functions like staffing, scheduling, time sheets, requests for time off and disciplinary actions as needed
  • Recruit, hire, coach and develop associate level team members
  • Partner with internal teams such as Product to provide feedback and recommendations based on customer feedback
  • Conduct call monitoring weekly to ensure adherence to company policies and procedures
  • Improve the efficiency and effectiveness of operations
  • Prepare daily, weekly and monthly operational reports
  • Advise management of trends and training opportunities
  • Occasionally responsible to oversee activity of the call center in the absence of the Director of Customer Service

 

What we are looking for:

  • Bachelor Degree is preferred
  • 3+ years management experience in call center
  • Ability to develop employees, strong leadership skills and excellent overall team performance.
  • Experience supporting unsecured loan products
  • Process improvement experience
  • Problem-solving and analytical skills
  • Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
  • Availability to work a full-time flexible schedule including evenings and weekends

 

Benefits & Perks

  • Stock options
  • Medical & Dental
  • 401(K) plan
  • Flexible vacation policy
  • Team events like trivia, office happy hours, bowling
  • Weekly team lunches
  • Learning opportunities