Operations Supervisor
To ensure a world-class customer service experience while leading a team focused on payments/collections risk outcomes. This tole is critical in managing chargebacks, disputes, and collections, making customer eligibility decisions, and optimizing manual review processes. Success in this role involves driving results through collaboration across departments, refining processes, and delivering measurable outcomes through team leadership.
What You’ll do:
The duties and responsibilities of this position described here include but are not limited to those you will be required to perform.
- Your success in this position will rely on the overall performance of your team based on specific KPI’s in addition to innovatively keeping the team engaged and motivated.
- Supervise and motivate a team to meet key performance indicators (KPIs) such as QA scores, process compliance, and attendance.
- Manage your team’s timecards in preparation for payroll.
- Ensure team members deliver exceptional customer experiences across the customer lifecycle (e.g., billing, disputes, and escalations).
- Conduct regular coaching sessions (once weekly) to develop team skills and behaviors.
- Select, hire, and manage a team of Operations Support Associates.
- Focus on role-modeling, coaching, and developing your team.
- Make sure the team does a great job while at work - know your team and help them achieve their goals by coaching the right behaviors, skills, and attitudes
- Make sure the team likes to come back to work - provide motivation and recognition to maintain an efficient, service-friendly environment and high morale
Payments & Risk Management
- Manage risk outcomes related to chargebacks, disputes, and collections, ensuring compliance with company policies.
- Lead manual review processes and make critical decisions regarding customer eligibility.
- Handle escalated cases professionally, balancing customer satisfaction with company interests.
Operational Excellence
- Collaborate with other departments to refine workflows, improve key metrics, and streamline processes.
- Implement at least three initiatives annually to enhance team efficiency and service quality.
- You are expected to maintain a 97% attendance & punctuality adherence.
- Understand and embody the Flexcar Care team’s tenets.
- Make Judgement calls in sensitive situations effectively
- 4-year college degree (preferred)
- 2 - 3 years of previous customer support experience or working with the general public
- Experience with payments/collections risk outcomes, such as chargebacks, disputes, or collections.
- 3 – 4 years of experience hiring and managing support teams
- Must be available for a regular schedule of 40 hours a week, including weekends and holidays according to business need. Shifts may include evening, overnight or early morning hours.
- Technical aptitude and the ability to pick up new technology quickly, particularly during product development with little documentation.
- Must be comfortable supervising staff remotely.
- Familiarity with Zendesk
- Experience with Microsoft Office bundle or equivalent
- Experience with creating policies and managing online help resources
- Experience with payment systems
- Early adopter of technology
- Experience with contact center operations
Work is typically performed in an office environment with some physical demands, such as sitting, standing for long periods of time, bending, stretching, lifting, and carrying up to 50 lbs., and normal exposure to everyday risks and discomfort requiring common safety precautions.
Who Are We:
We are fiercely disrupting the concept of automobile ownership Flexcar is on a mission to replace car ownership for the majority of car owners. Currently operational in 4 markets and continuing to grow, our goal is to offer a flexible alternative to car ownership that puts our members in the driver seat of their budget and their vehicle. Flexcar covers all maintenance costs, insurance costs, registration costs, and more, to provide an ownership alternative that is simple and seamless for our members. Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 90 billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.
The Extra Mile:
Flexcar is rapidly growing and we want you to be a Flexster. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.
Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.