Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced its Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Position Overview:

The Customer Service Team Lead is responsible for leading and supporting the customer service team to ensure the highest level of customer satisfaction. This role involves overseeing daily operations, handling escalated issues, training and mentoring team members, and implementing strategies to improve service quality and efficiency.

Key Responsibilities

• Team Leadership:
  • Supervise and guide the customer service team in their daily tasks.
  • Set clear performance goals and provide regular feedback and coaching.
  • Conduct performance reviews and assist in the development of team members.
• Customer Service Management:
  • Handle complex and escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
  • Monitor customer interactions to ensure adherence to service standards and protocols.
  • Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Training and Development:
  • Train new hires on customer service techniques, company policies, and system use.
  • Conduct ongoing training sessions to keep the team updated on best practices and new products or services.
  • Identify training needs and provide additional coaching as necessary.
• Operational Efficiency:
  • Oversee scheduling and staffing to ensure adequate coverage during all shifts.
  • Analyze service metrics and customer feedback to identify areas for improvement.
  • Implement process improvements to enhance service efficiency and effectiveness.
• Communication and Coordination:
  • Facilitate effective communication within the team and with other departments.
  • Relay important information and updates from management to the team.
  • Coordinate with other departments to resolve customer issues and improve service processes.
• Reporting and Analysis:
  • Prepare and present regular reports on team performance, customer feedback, and service levels.
  • Utilize data to make informed decisions and recommend improvements.
  • Assist in setting and tracking key performance indicators (KPIs).
• Compliance and Quality Assurance:
  • Ensure all customer service activities comply with company policies and industry regulations.
  • Maintain high standards of customer service quality and ensure team members do the same.
  • Conduct quality assurance checks and provide feedback for continuous improvement.

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field preferred.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or lead role.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software and CRM systems.
• Strong problem-solving skills and the ability to handle high-stress situations.
• Excellent organizational and time management skills.
• Ability to analyze data and make data-driven decisions.

Benefits of Joining

• Mission-driven, fast-paced, and entrepreneurial environment
• Competitive salary and equity package
• A collaborative and flat company culture
• Where we work: Remote first, with the option to work in-person occasionally or when required
• Fully paid health insurance benefit.
• Work-life balance is not a myth, make use of our 28 days of paid vacation days, 30 days of sick leave, and bereavement leave
• Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
• Company-matched pension benefit
• Monthly WFH stipend alongside a one-time home office set-up budget
• Annual professional development budget
• Other benefits include; team meals, virtual social events, and in person meet ups
• Discretionary trips to our offices across the globe, with global travel medical insurance.
• Opportunity to work and interact with a global team

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications - so if you’re unsure that you meet the criteria, please do not hesitate to apply!