Customer Experience Manager - HOPSCOTCH : Job Details

Hopscotch is one of the leading cash flow management platforms for small businesses. With Hopscotch, businesses can pay and get paid in real-time without fees, and get paid before their clients pay with Hopscotch Flow.

Today, Hopscotch supports 5,000+ small businesses and is in the midst of an impressive phase of growth. Over the past six months, Hopscotch has grown new accounts by 37% month-over-month and transaction volume by 73% month-over-month. Revenue has also skyrocketed, with the company adding as much revenue in April / May '24 as it did in all of 2023.

Hopscotch has been featured in Forbes, Business Insider, Fast Company, Money.com, and other leading publications. The company is led by former exited founders and seasoned FinTech-operators hailing from Capital One, Better Mortgage, and other leading institutions.

Responsibilities

• Guide new customers through the onboarding process, providing training and support.
• Manage the exceptions process for new-customer onboarding, ensuring compliance with KYC (Know Your Customer) and KYB (Know Your Business).
• Regularly check in with customers to address any concerns, provide updates, and identify opportunities for upselling or cross-selling additional services.
• Respond to customer support tickets via email, phone, and chat, resolving issues quickly to ensure customer satisfaction.
• Collect and analyze customer feedback to identify trends and areas for improvement in the product, sharing insights with internal teams to enhance our products and services.
• Develop and maintain strong, long-lasting relationships with customers by understanding their needs and ensuring their success with our products.
• Support the compliance team by identifying and recording customer complaints on a monthly basis.

Qualifications

• 3-5 years of relevant experience within either the banking, FinTech, or HealthTech space.
• Excellent communication and interpersonal skills.
• Proficient in using Hubspot and other relevant tools to monitor and improve customer experience.
• Proficient in using Zendesk to write and update support documentation.
• Strong problem-solving skills, with the ability to address customer issues promptly and effectively.

Compensation

• The annual expected compensation range for the target level for this role in NYC is $60,000-$80,000 + target equity + benefits (including medical, dental, vision and 401(k).

Benefits

• Medical, dental & vision insurance coverage for you and dependents.
• $150 monthly health and wellness stipend
• 401k
• Flexible PTO
• WFH stipend to support home office needs
• Parental leave