MoneyLion has exciting opportunities for several Customer Experience Managers at our call center in Sandy, Utah. These roles will lead teams within our customer service organization to be first in class in performance, culture, and employee experience.

About Us

Founded in 2013 MoneyLion is an innovative fintech company that offers lending, financial advisory and investment services to consumers. We’re a high growth startup that just closed our Series C round of funding at “near unicorn” valuation. Our mission is to help our members improve their financial lives through a set of innovative products designed to help them improve their credit and cover short term needs while educating them and provide low cost mechanisms to start investing.

MoneyLion employs over 300 full-time associates globally with a significant presence in North America and Asia. We’re located in NYC, San Francisco, Salt Lake City, and Kuala Lumpur, Malaysia.

Position Overview

The Customer Experience Manager works with the Director of Operations on executing key strategies to achieve world class customer service. This includes driving strong Customer Experience scores , developing and executing change management strategies, as well as aligning with organizational efforts to increase revenue, customer engagement, and employee efficiency.

One pivotal aspect of the role’s effort focuses on creating, motivating, and developing a strong team where employees are engaged and passionate in delivering great customer experiences. Additionally, the role develops and delivers the strategic plan for Customer Support in line with the anticipated business growth and existing CS strategies. Customer Experience Managers play a key leadership role in providing world-class global customer service enhancing current customer’s experience as well as helping educate customers and improving their overall engagement in the company’s products.

The Customer Experience Manager must leverage technology and process improvements to achieve continuous and sustainable improvements in effectiveness and efficiency. The position designs and implements new methods of customer contact and care, all within the mission to create unparalleled experiences for MoneyLion customers.

Requirements

  • This position requires a Bachelors degree or equivalent combination of education and experience
  • Must have at least 5+ years of operational and leadership experience managing team leaders or high impact hourly employees
  • Significant experience and proven expertise in coaching and developing others to enhance the customer and employee experience
  • Extensive experience in people leadership and operational management
  • Experience in leading and managing premium customer support team leaders
  • Experience in delivering customer support through multiple contact channels, including e-mail, chat and phone is highly desirable.
  • Excellent service philosophy and understanding of the challenges in providing a superior customer experience while controlling costs in a growth environment
  • Experience in delivering customer support for an innovative financial services company is strongly preferred
  • Cross functional experience in customer service, collections, risk is also a plus.

MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.