Customer Support Manager

🔥 19 hours ago

🇺🇸 United States – Remote

💵 $135k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Cherry

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

🏥 Healthcare

🍽️ Food & Beverage

🏨 Hospitality

Healthcare • Food & Beverage • Hospitality

Cherry is a fintech platform that provides point-of-sale financing and payment plans for healthcare and veterinary practices, dental clinics, medspas, plastic surgery and dermatology providers. It lets consumers apply in about 60 seconds with an industry-leading approval rate, offers instant funding to practices, and handles repayments directly so providers receive payment within 2-3 business days. Cherry markets zero-interest short-term options (Pay-in-4), longer-term 0% APR promotions for qualifying treatments, reduced merchant fees, and customer support and marketing resources to help practices increase case acceptance and cash flow.

📋 Description

• 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

• 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

• Flexible time off plan • Generous equity grant • Medical, vision, and dental benefits • Fully remote company • Summer and winter company retreats

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