NYC OR SF PREFERRED, REMOTE US-BASED / FINANCIAL AID / FULL-TIME
Mos is on a mission to tear down financial barriers to opportunity. We built the first money app designed not to manage student debt - but to eliminate it. And we’re just getting started. We’re shipping fast, growing rapidly, and backed on our quest by world-class investors like Sequoia, Tiger Global, Lux Capital, Stephen Curry, and more. You can learn more about our culture and what it's like to work at Mos here.
As a Customer Service Manager, you are responsible for leading a team of international full-time contractors and providing amazing service to our students to get them more money for college. In prior roles, you’ve managed large teams, maintained impeccable quality while scaling, and always based decisions on what is best for the customer (in this case, our students). In your next chapter at Mos, we are counting on you to harness your organization skills, collaborative attitude, innovative mindset, and infectious positive energy to bring a revolutionary - not evolutionary - experience to life for our students.
What you'll do
- Team Leadership: Lead and manage a remote team of international contractors across different time zones, providing guidance, mentorship, and support to ensure high-quality customer service. Foster a collaborative and inclusive team environment, leading team meetings, setting clear expectations, and promoting knowledge sharing.
- Financial Aid Expertise: Develop in-depth knowledge of financial aid and scholarship processes to assist students in their pursuit of college funding.
- Innovation Champion: Drive innovation within the team, exploring new ways to improve workflows, enhance student support, and stay ahead of industry trends.
- Cross-Functional Collaboration: Work closely with product, engineering, design, and growth teams to build systems that incorporate student feedback and improve the overall student experience. Align customer service efforts with organizational initiatives.
- Process Development: Establish efficient and effective customer service processes and systems to scale the team's operations and ensure consistent, high quality service.
- Quality Assurance: Oversee quality assurance initiatives to ensure that all interactions with students meet or exceed established standards.
- Adaptable Always: Quickly adapt to changing features, services, processes, and student needs, making data-driven decisions to optimize team performance.
- Morale Booster: Implement strategies to maintain high team morale, recognizing and celebrating achievements, as well as addressing any challenges proactively.
- Reporting and Analysis: Share regular reports, analyze performance metrics, and use data insights to drive continuous improvement in customer service operations.
Who we're looking for
- Fast Learner: Ability to absorb complex information quickly, distill it to its most important parts, and train others on it.
- Detail Oriented: Extreme thoroughness to make sure everything is done correctly; from spotting errors to testing out processes end-to-end before rolling them out, you’ve got an eagle eye to check that everything is how it should be.
- Good is Not Good Enough: You go above and beyond on everything, whether it’s a project that impacts every single student to a task that impacts no one but yourself. You understand what’s expected of you and blow past it to define a new standard of success.