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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer support teams, focusing on performance management, coaching, and operational excellence. Proven ability to leverage data and customer feedback to enhance service quality and drive customer satisfaction.
Highest-signal resume keywords
Team ManagementCustomer Satisfaction (CSAT)Performance ManagementOperational ExcellenceCoaching and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportData AnalysisKPI ManagementQuality AssuranceOperational InitiativesProblem SolvingDecision MakingPerformance ImprovementCompliance RequirementsCustomer Experience Enhancement
Soft Skills
CommunicationJudgmentAccountabilityMotivationFlexibility
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Financial ServicesFintechContact CenterCustomer ServiceCustomer Experience
About the role
Key responsibilities & impact- Lead 8–10 Overnight Customer Support Specialists and deliver world-class customer experiences
- Own team performance across customer satisfaction, productivity, quality, and operational excellence
- Identify, hire, onboard, and develop high-performing Customer Support Specialists
- Build a high-performance culture through coaching, 1:1s, performance management, recognition, and accountability
- Use data, performance trends, customer feedback, and frontline insights to identify root causes and make decisions
- Develop and execute strategies to improve customer satisfaction, service quality, productivity, and resolution rates
- Own operational initiatives end to end, including identifying opportunities, developing solutions, executing changes, and measuring results
- Ensure customer interactions and support activities comply with Cherry's policies, procedures, and applicable regulatory requirements
- Take accountability for outcomes, proactively solve problems, and continuously raise standards
Requirements
What you’ll need- Proven track record of consistently meeting or exceeding customer support performance goals
- 1+ years of experience in customer support, customer service, or customer experience operations, preferably in financial services, fintech, or a high-volume contact center environment
- 1+ years of experience directly managing a team of Customer Support Specialists or equivalent frontline employees, preferably 8 or more
- Proven ability to identify, hire, onboard, and develop high-performing customer support talent
- Demonstrated ability to coach, motivate, and materially improve individual and team performance through consistent feedback, accountability, and development
- Strong experience leveraging customer support data and KPIs, including Customer Satisfaction (CSAT), quality assurance, productivity, and service levels
- Experience owning projects or operational initiatives end to end, from identifying opportunities through execution, implementation, and measurement
- Demonstrated ability to improve customer experiences, resolve complex escalations, and drive operational efficiency while maintaining high standards for service quality
- Strong working knowledge of customer support processes, quality standards, compliance requirements, and operational controls
- Strong ownership, judgment, communication, problem-solving, and decision-making skills, with a customer-first mindset
- Flexibility to support evenings, weekends, and holidays based on business needs
- High school diploma or GED required
- Must be available to work 12:00 AM–9:00 AM ET, Monday–Friday
- Legally authorized to work in the United States
Benefits
Comp & perks- Flexible time off plan
- Generous equity grant
- Medical, vision, and dental benefits
- Fully remote company
- Summer and winter company retreats