Customer Care Supervisor

JOB TITLE: Customer Care Supervisor

LOCATION: Las Vegas, Nevada

Who We Are:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

The Role:

The team at Sunbit is looking for an organized, ambitious, and service-oriented Customer Care Supervisor for our Las Vegas, Nevada office. As a Customer Care Supervisor, you are responsible for upholding Sunbit’s Customer Care Core Values, which include building a positive team and family spirit. An ideal Customer Care Supervisor provides a motivating and productive environment, helping to build and lead a team of 10-20 Customer Care Associates. 

Please Note: This position is in a Call Center, in office (non-remote) environment

What You’ll Be Doing:

• Hire, Coach, and Develop new and existing associates 
• Oversee and engage in collections efforts with an experienced staff of Collectors trained to pursue delinquent accounts in a professional and courteous manner
• Coach agents to gain knowledge and skills for excellent Customer Service and Collections practices 
• Lead weekly and monthly team huddles, presenting coaching programs for employee career advancement and employee retention
• Assist with questions and/or escalations of customer and employee concerns
• Monitor agent performance and provide monthly evaluations
• Help develop and implement new policies and optimize current processes
• Motivate and encourage agents through positive communication and feedback
• Enforce Company policies for quality work and performance while ensuring compliance
• Monitor employee time cards and scheduling for payroll submissions 
• Participate in interviews, administration of write-ups, termination, and co-worker improvement plans per company’s guidelines 

What You Bring to the Table:

• 3 year minimum of management experience with a team of 10+employees
• 3+ Collections experience
• Outstanding verbal and written communication skills
• Proficiency in using collections software and data analytical tools
• Proficient computer and analytical skills 
• Excellent organization and leadership abilities
• Available to work early morning, evening, and/or weekend shifts
• Great people skills and ability to build rapport 
• Knowledge of Five9 and Verint is a plus 
• Proficiency in excel, including pivot tables and Vlookup.

Perks Included: 

• Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list 
• Mission driven + empowered + collaborative environment
• State of the art customer care contact center
• Competitive pay and stock options
• 12 days of PTO your first year with increases thereafter + Holiday Pay
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching 
• Casual Dress
• Other fun team events and Spirit Days
• Open door policy / Open office floor plan

Core Values for Success at Sunbit:

• Serve others before self
• Takes care of customers, and partners in a manner that demonstrates they are important
• Own the impact
• Ability to troubleshoot a variety of matters and holding yourself accountable
• Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely
• Build and maintain strong relationships with both customers and partners
• Speak with customers and partners in a friendly, helpful and open demeanor
• Act fast
• Thrive in a fast-paced environment while maintaining a high level of support
• Include always
• Communicate well verbally and in writing, demonstrating empathy and understanding
• Innovate for good
• Establishes scalable capabilities by applying best practices to your workday.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.