Remote Support Team Lead

Company Overview:
SoFi is a leading financial technology company that empowers members to achieve financial independence and realize their ambitions. At SoFi, we embrace a remote-first culture, allowing employees to work from anywhere in the USA. We believe in fostering a collaborative and inclusive environment where remote team members can thrive and contribute to our mission of helping people reach their financial goals.

Position Summary:
SoFi is seeking a Remote Support Team Lead to oversee our remote customer support team. This role involves leading a team of support specialists to deliver exceptional service to our members while working remotely from any location in the USA.

Key Responsibilities:
- Manage and mentor a team of remote support specialists to ensure high-quality service delivery
- Monitor team performance metrics and provide coaching to improve efficiency and customer satisfaction
- Handle escalated customer inquiries and resolve complex issues in a timely manner
- Collaborate with cross-functional teams to improve support processes and enhance member experience
- Contribute to the development and implementation of remote support strategies and best practices

Required Qualifications:
- 3+ years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity
- Proven track record of delivering excellent customer service and resolving customer issues effectively
- Strong communication and interpersonal skills to effectively lead a remote team
- Ability to work independently and manage remote team members effectively
- Proficiency in remote collaboration tools such as Slack, Zoom, and helpdesk software

Technical Requirements:
- Dedicated home office setup with a quiet workspace and ergonomic furniture
- High-speed internet connection with a minimum speed of 25 Mbps for video conferencing
- Availability to work flexible hours based on team and member needs, with occasional weekend shifts
- Comfortable working in a remote environment and adapting to virtual communication channels
- Familiarity with different time zones and willingness to accommodate team meetings as needed

Desired Skills:
- Experience in the financial services industry or related fields
- Knowledge of CRM systems and ticketing platforms
- Ability to analyze data and generate insights to improve support operations
- Strong problem-solving skills and attention to detail
- A passion for delivering exceptional customer experiences in a remote setting

Compensation & Benefits:
- Competitive annual salary range of $60,000 - $80,000 based on experience and qualifications
- Home office stipend or equipment provided to support remote work setup
- Flexible working hours with consideration for different time zones
- Virtual onboarding process with comprehensive training and support
- Access to remote team collaboration tools such as Slack, Zoom, and Google Workspace
- Opportunities for virtual team building activities and professional development
- Occasional travel requirements for team meetups and training sessions

How to Apply:
To apply for the Remote Support Team Lead position at SoFi, please submit your resume and a cover letter highlighting your relevant experience and qualifications. We look forward to reviewing your application and potentially welcoming you to our remote team dedicated to empowering members on their financial journey.