Lead User Researcher
AtticusFull Time
Senior (5 to 8 years)
The ideal candidate will have experience managing a customer support team, including onboarding specialists and escalation teams, and overseeing business process outsourcing partners. Proven ability to manage cross-functional and cross-vendor support organizations, including performance, morale, and development of various support tiers, is essential. Experience with Zendesk WFM, workforce management processes, and contract negotiation with vendors is required. A strong understanding of financial transaction issues, compliance alerts (KYC, Sanctions), and a commitment to process optimization are also necessary.
The Manager, End User Support will lead and mentor the End User Support team, overseeing issue identification, triage, investigation, and resolution for customer onboarding and escalations. This role involves managing the BPO partner relationship, ensuring SLA adherence, conducting performance reviews, and collaborating on process optimization. Responsibilities also include managing workforce management processes using Zendesk WFM, analyzing data for efficiency, leading daily stand-ups, and partnering with Real-Time Analysts to address staffing and backlog issues. The manager will also oversee and resolve high-level customer issues, including sensitive financial transaction problems and compliance alerts, ensuring customer satisfaction and regulatory adherence.
Provides flexible, instant payment solutions
Branch offers flexible and instant payment solutions for businesses and their workers, allowing immediate access to earnings instead of traditional fixed payroll schedules. Its platform provides various payout options, including instant, daily, or on-demand payments, which are particularly beneficial for independent contractors. Additionally, Branch includes services like cashless tips payouts and a paycard alternative, making it easier for employees to access their pay. The company aims to empower workers with financial control while helping businesses attract and retain talent.