Director of Customer Service 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 Kinnevik, Menlo Ventures, and Bessemer Venture Partners.

We are hiring a Director of Customer Service to build our customer service capability in our new operations center in Tampa, Florida. The Director of Customer Service will report to the Vice President of Operations and is a critical member of the Operations Leadership Team.

This is a hands-on role and you will be responsible for a wide scope of responsibilities ranging from strategic planning and analysis to hiring and training call center employees. Your mandate is to build a best in class customer service capability that scales and supports our business strategy.

 

What you will do:

  • Formulate the long-term vision, strategy, operating model for Bread’s customer service function
  • Analyze inputs from various sources to deliver product, process and system enhancements aimed at driving efficiency, scale and a seamless customer experience
  • Lead, mentor and inspire staff to achieve superior results while demonstrating and living our values
  • Scale CS team with a focus on hiring and developing top operations talent
  • Build a customer-centric and performance driven organization that consistently achieves productivity, SLA performance, and customer satisfaction targets
  • Accountable for establishing and maintaining a robust control environment that ensures identification, quantification, and mitigation of risk
  • Partnership with Finance to develop an annual budget and ensure proper cost management controls are in place
  • Take lead on VOC initiatives and establish metrics for defining the relationship with our customers
  • Develop a workforce management framework that includes short-term and long-term forecasting, scheduling and planning
  • Build strong partnerships with cross-functional stakeholders like Product, Collections, Engineering, Finance, Legal, Compliance, and Risk
  • Develop various CS training programs, including new hire onboarding and refresher/up-skill training
  • Creating and deliver executive presentations that incorporate performance, people, process, and technology
  • Responsible for multi-site operations (Tampa and New York)

 

What we are looking for:

  • Bachelor Degree; Master Degree preferred
  • 8-10+ years management experience in call center/customer service
  • Passion for technology
  • Results-oriented, dependable, and thrives operating at the startup pace and will enjoy the challenge of a rapidly evolving organization
  • Solid understanding of contact center technology (ACD, PBX, WFM, and IVR)
  • Experience designing multi-channel service models
  • Excellent presentation, interpersonal, negotiation, written and oral communication skills
  • Strong ability to influence and build relationships across various stakeholders
  • Have proven ability to instill operational excellence with an eye towards customer experience, while bringing discipline to technological and operational issues.
  • Excellent financial, budgeting, planning and cost control
  • Experience with unsecured loan products
  • 10% Travel
  • E-commerce or purchase finance experience a plus

 

Benefits & Perks

  • Stock options
  • 100% Paid Health, Dental & Vision
  • 401(K) plan
  • Flexible vacation policy
  • Team events like trivia, office happy hours, bowling
  • Weekly team lunches

 

The position is considered an Exempt position under FLSA