Customer service role in the banking sector with a focus on supporting clients both onsite and remotely. Suitable for individuals transitioning from other professions into banking.
About the role
- Customer Support Manager building, leading and scaling support functions at Vori for independent grocers. Establishing effective workflows and managing operations in a fast-paced environment.
Responsibilities
- Build the foundation — Establish scalable support workflows, SOPs, and escalation paths that enable rapid, consistent, and high-quality service.
- Lead & coach — Hire, train, and develop a high-performing team that delivers empathetic, effective support to grocers nationwide.
- Own metrics — Define and monitor SLAs, CSAT, response times, and key efficiency metrics; use data to continually improve processes.
- Implement tools — Evaluate and implement tools (especially AI/automation) to drive scale while maintaining the warmth of human support.
- Design for growth — Build out incident response programs, workforce management, and knowledge systems to support future volume.
- Be the voice of the customer — Partner cross-functionally with Product, Engineering, and Operations to surface insights and close the loop on customer feedback.
- Stay flexible — Support a function that operates when our grocers do — including evenings, weekends, and holidays.
Requirements
- 5+ years in Customer Support, Customer Success, or Operations roles
- Proven experience building or scaling support processes in a high-growth or early-stage environment
- Experience implementing and optimizing support tooling - strong preference for experience with HubSpot Help Desk
- Strong written and verbal communication skills, with an ability to communicate across technical and non-technical teams
- Flexibility to work rotating shifts (including evenings/weekends/holidays)
- Grocery or retail tech experience a plus, but not required — curiosity and empathy are musts.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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