Head of Customer Support - Utah

Seis is banking for the 44 million native Spanish speakers living in the US.

Our mission is to build the most delightful, full-service banking experience for anyone who wants to bank in their native Spanish. We’ll offer all financial products you’d expect from a full-service bank (mortgages, auto loans, investing, etc.), starting with a checking account & debit card.

Our goal is to make such an amazing banking experience that people will wish they spoke Spanish so they could bank with us. We’ll treat Spanish speakers as first class citizens & end dial 2 for español.

We launched our checking account + debit card product in Q4’21 and are growing very quickly - we need your help to continue creating an amazing experience for our customers.

We’ve raised >$23 million from F Prime (Fidelity), Y Combinator & some of the biggest investors in fintech, including Immad Akhund (CEO/Founder Mercury), Harry Hurst (CEO/Founder Pipe.com), Austen Allred (CEO/Founder Lambda School), Deepak Chhugani (CEO/Founder Nuvo Cargo), Dan Romero (Coinbase), Elad Gil, Shrug Capital, Peterson Ventures, Jason Garcia (Head of Capital Markets @ Mercury), Diogo Myrrha (Album VC), and many others.

Role

This role will serve two primary purposes:

1. “Run the machine” - Manage our day-to-day customer support team of 30+ people (and growing)

2. “Build the machine” - Build the processes & systems that create an amazing, world class customer support experience for our customers.

We get over 1,000 chats & phone calls every day from our customers. We need you to be the leader of the team that turns those chats & calls into amazing customer experiences that become a defining reason why customers choose & stay with Seis.

We’re called Seis because we’re the banking experience that’s open after 6pm. We’re going all the way & are about to roll out 24/7 customer support so that our customers can always get ahold of us.

You’re going to be the person that creates trust, relief, and joy for thousands and thousands of people - every day.

Quick Facts

• We get over 1,000 chats & phone calls per day
• We run our chats through Intercom and (soon) phone calls through Talkdesk
• We’re called Seis because we’re open after 6pm and are about to roll out 24/7 customer support
• This is a strategic position - whoever fills it will have an enormous impact on the ultimate success of Seis

What you’ll do

• Build systems & processes to successfully satisfy our customers’ support needs - 24/7/365
• Manage our support team of 30 people (and growing) to provide world class support 100% in Spanish to our quickly growing customer base
• Dig deep to better understand the problems are customers are experiencing and use massive empathy to help design solutions that work for them - not us
• Build tools, content, processes and anything else needed to scale our support in a way that helps our customers get answers to their questions faster
• Work with our development team to build tools that help your team do their jobs better
• Become an advocate for our customers internally. Everyone at Seis touches the customer directly, but you’ll know as well as anyone what’s frustrating our customers. You’ll need to be able to bring that empathy & understanding to the entire rest of the company.

You Are

• A bilingual, native Spanish speaker (the only 100% non-negotiable on this list)
• Data driven. You’re not afraid to pull data via SaaS products like Intercom & Talkdesk to figure out WTF is going on with your team & your metrics.
• An experienced manager who (when necessary) isn’t afraid of digging into the details, performing “IC” type tasks, and doing whatever it takes to learn more about our customers & better serve them
• Experienced at & excited by the idea of turning thorny, ambiguous problems into actionable solutions
• Some customer support management experience is a plus but not required - we’d be just as excited about an operations person who is willing to roll up their sleeves & start building.
• Inspired by delivering amazing customer service - you live to bring a smile of delight and comfort to other human beings. You are excited by our customer slogan: “Estamos aquí para servirle”

Additional info

• We offer medical, dental and vision insurance
• 401k available
• Did I say we’re growing quickly? Ask me for our numbers when we chat!