Manager - Customer Success/Support - US FinTech Startup

ABOUT THE ROLE

We are looking for a highly driven Frontline Manager, Customer Success to lead a multi-channel customer support team operating in a night shift environment. This role owns day-to-day operations across chat, email, and phone - with direct accountability for team productivity, SLA adherence, and the quality of every customer interaction.

You will be a critical voice in coaching frontline agents, driving operational efficiency, and maintaining service excellence in a fast-paced, metrics-driven environment.

WHAT YOU'LL DO

- Lead, coach, and develop a team of customer support agents across chat, email, and phone

- Conduct regular 1:1s, performance reviews, and targeted coaching sessions

- Drive employee engagement and retention, particularly within a night shift environment

- Identify skill gaps and partner with training teams to upskill agents

- Monitor real-time and historical metrics: AHT, CSAT, SLA, productivity, and adherence

- Ensure the team consistently meets or exceeds KPIs and service level targets

- Proactively manage performance gaps, including PIPs where required

- Partner with Workforce Management (WFM) to optimize staffing, scheduling, and queue management

- Ensure delivery of high-quality, consistent customer service across all support channels

- Monitor quality scores and implement action plans to improve CSAT and NPS

- Handle escalations and complex customer issues with a strong focus on resolution

- Champion and reinforce a customer-first culture across the team

- Drive process adherence and lead continuous improvement initiatives

- Identify trends, root causes, and opportunities to improve workflows, tools, and customer journeys

- Collaborate cross-functionally with Product, Risk, and Operations to resolve systemic issues

- Ensure compliance with internal policies and regulatory requirements

- Analyze performance data and generate insights to inform decision-making

- Prepare and present regular reports on team performance, trends, and improvement plans

- Use data to drive accountability and continuous improvement across the floor