Customer Support Manager I NIGHT

Cherry is a fintech company providing buy now, pay later solutions for medical practices. The Overnight Customer Support Manager I leads a team of 8–10 specialists, owns team performance and development, and drives customer experience, operational improvement, and compliance.

Responsibilities:

• Own team performance: Lead 8–10 Overnight Customer Support Specialists and consistently deliver world-class customer experiences, customer satisfaction, productivity, quality, and operational excellence
• Hire exceptional talent: Identify, hire, onboard, and develop high-performing Customer Support Specialists
• Coach and develop: Build a high-performance culture through coaching, 1:1s, performance management, recognition, and accountability
• Seek Truth Through Facts: Use data, performance trends, customer feedback, and frontline insights to identify root causes, make decisions, and drive results
• Improve performance: Develop and execute strategies that materially improve individual and team customer satisfaction, service quality, productivity, and resolution rates
• Own initiatives end to end: Identify opportunities, develop solutions, execute changes, and measure results to continuously improve the customer experience and operational efficiency
• Operate compliantly: Ensure all customer interactions and support activities adhere to Cherry's policies, procedures, and applicable regulatory requirements
• Be an Owner: Take accountability for outcomes, proactively solve problems, and continuously raise the bar for your team, the customer experience, and Cherry

Requirements:

• Proven track record of consistently meeting or exceeding customer support performance goals, with a strong focus on delivering a world-class customer experience
• 1+ years of experience in customer support, customer service, or customer experience operations
• 1+ years of experience directly managing a team of Customer Support Specialists or equivalent frontline employees
• Proven ability to identify, hire, onboard, and develop high-performing customer support talent
• Demonstrated ability to coach, motivate, and materially improve individual and team performance through consistent feedback, accountability, and development
• Strong experience leveraging customer support data and KPIs, including Customer Satisfaction (CSAT), quality assurance, productivity, and service levels, to identify opportunities and drive measurable improvements
• Experience owning projects or operational initiatives end to end, from identifying opportunities through execution, implementation, and measurement
• Demonstrated ability to improve customer experiences, resolve complex escalations, and drive operational efficiency while maintaining high standards for service quality
• Strong working knowledge of customer support processes, quality standards, compliance requirements, and operational controls
• Strong ownership, judgment, communication, problem-solving, and decision-making skills, with a customer-first mindset
• High school diploma or GED required
• preferably in financial services, fintech, or a high-volume contact center environment
• preferably 8 or more