CX Manager

Employment Type: Full-time (60+ hours/week), Independent Contractor

Location: Remote – Philippines

Schedule: Monday to Friday, 8 AM to 8 PM Eastern Time (or similar), with some weekend coverage

Compensation: $8/hr

About the Role

We’re a U.S.-based, venture-backed financial technology startup on a mission to redefine financial access. We're seeking a highly driven CX Manager to oversee and elevate customer experience. We are looking for someone who can not only resolve client issues but also coach, manage, and build a team, build processes and ensure operational excellence. If you enjoy problem solving, leading teams, ensuring performance and developing SOPs, this role could be a perfect fit.

About you

Are you a CX Manager with a banking or fintech background? Do you thrive in fast-paced environments and love turning challenges into opportunities. We are looking for someone who can not only resolve client issues but also coach, manage, and build a team, build processes and ensure operational excellence. If you enjoy problem solving, leading teams, ensuring performance and developing SOPs, this role could be a perfect fit.

RESPONSIBILITIES:  

• Lead, coach, and develop the customer support team, monitoring KPIs and ensuring high service standards.
• Oversee daily support operations (50–100 tickets/day) via Intercom and maintain strict data confidentiality.
• Create, update, and enforce SOPs, QA processes, and workflows to optimize efficiency and service quality.
• Analyze metrics, identify process improvements, and present actionable reports to leadership.
• Deliver exceptional written support to banking clients, resolve inquiries, and implement automation to enhance response times.
• Scale and enhance the customer support function as the company grows.

• Proven experience in banking customer experience (CX) or customer success (CS), ideally working with high-value financial clients.
• At least 5 years of experience in operations, customer success, client relations, or team leadership, preferably with U.S. client accounts.
• Demonstrated ability in people management, coaching, SOP creation, QA, KPI monitoring, and reporting.
• Excellent written, verbal and interpersonal skills.  
• Familiarity with customer support platform automation and workflow tools.
• Scrappy, proactive, and able to thrive in a fast-paced environment.

PREFERRED:

• Experience supporting a financial technology startup before.  
• Exposure or expertise in the Intercom platform.  

• Work From Home
• Training & Development