B2B Support Manager

 

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture. 

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working Americans.

As an Admin Support Manager at Branch, you will play a crucial role in ensuring that our customers receive exceptional support and expertise. You will lead a small team of Admin Support agents who assist employers in managing W2 and 1099 payment solutions efficiently. In addition to overseeing the support team, you will partner with key internal business stakeholders and to drive key performance indicators (KPIs) for the Support team.

Key Responsibilities:

• Manage and lead a team of Admin Support agents, providing guidance, coaching, training, and support to ensure their success and professional development.
Oversee management of team initiatives and workload.
• Serve as the primary point of contact and escalation point for customers and business stakeholders, ensuring their needs are met and any issues are resolved promptly.
Work in close partnership with Customer Success to ensure the delivery of a strong and optimal end-to-end customer experience.
• Develop and track KPIs related to customer satisfaction, response times, issue resolution rates, and other relevant metrics. Implement strategies to achieve and exceed KPI targets.

• Continuously assess and improve support processes to enhance efficiency and effectiveness, collaborating with cross-functional teams as needed including end user support.

• Ensure that your team has sufficient staffing levels, along with appropriate scheduling to meet the requirements according to our agreed upon service hours with customers.
• Leverage your  product and industry knowledge to understand the unique needs and challenges of employers and tailor support services accordingly.

• Collaborate with our internal Training & Documentation team to create internal documentation and training programs for Admin Support agents to ensure they are equipped to handle complex Admin support inquiries, as well as maintain the public-facing customer help center
• Generate weekly reports on support team performance and present findings to senior management, suggesting improvements and strategic changes when necessary.

• Advocate for customer needs by escalating feedback to product and engineering to deliver positive outcomes for our users and agents.  

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience in a B2B support management role, preferably in a fintech or financial services environment.
• Strong understanding of Support KPIs, customer retention, and experience managing teams to achieve them.
• Excellent interpersonal and communication skills to interface effectively with enterprise employers and internal stakeholders.
• Ability to analyze data and use it to make data-driven decisions.
• Exceptional leadership and team-building skills.
• Problem-solving abilities and a proactive mindset.
• Proficiency in using support software and tools.

Compensation:

The base compensation range for this role is 105-120k.  The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ bonus/ equity or benefits.

Benefits: 

• Work from anywhere (domestic USA)
• Branch-paid medical, dental, and vision insurance 
• Equity
• 401k
• Flexible time off
• Paid company holidays
• Paid parental leave (eligible after 6 months of employment)

Working at Branch

 

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.

Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer. No 3rd-parties, please.

 

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Last updated on Aug 15, 2024