True Link (S13)

Financial services for older adults, people with disabilities, and people in recovery.

Customer Experience Manager

Location
 
San Francisco, CA, USA
Job Type
 
Full-time
Experience
 
6+ years
About True Link

We are a mission-driven, venture-backed startup growing quickly into a large financial enterprise. We solve complex, life-changing problems for older adults, people with disabilities, and people recovering from addiction, all of whom are often neglected by the financial services industry.

It is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives, whether it’s our True Link Prepaid Visa Card saving a retiree from losing thousands of dollars of his savings to scams or our True Link investment advisory platform supporting a young woman with a disability to plan for her future while protecting her life-saving medical benefits.

We have offices in San Francisco, Denver, and Kingston NY, and a strong team of distributed team members across the US as well. If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our team.

Also:

  • Our investors include Khosla (Series B lead), QED (Series A lead) , Radicle Impact, Kapor Capital, and Initialized Capital
  • If you are a Rails/React or full-stack Rails engineer with four or more years experience, we are always interested

About the role

We are a fast-growing, mission-driven company that provides quality financial services for all, from protecting seniors’ money from scammers to providing supplemental financial tools for veterans with disabilities.

If you are an emerging leader looking to have an impact at a mission-driven company, the Manager of Customer Experience at True Link might just be the right role for you. You will take True Link’s customer experience team to the next level and be the point person for the company with our most important customers. This highly visible role is based in our San Francisco Headquarters.

What You'll Do

  • Be the point person responsible for coordinating our team to deliver an excellent experience for our customers.
  • Be the go-to expert on our product, policy, and procedures. You’re the person with the answers, and nobody knows more about our company than you.
  • Using your expertise and experience, you’ll increase our capacity for excellent customer support by managing and executing a range of projects and programs, including training, external self-help centers, and product feedback. You’ll also be responsible for expanding our hours and channels of operations.
  • You’ll manage, mentor, and develop a team of passionate customer advocates.

Who You Are

  • An emerging strategic leader who is excited to take on the challenge of a critical role on a visible and high-demand team
  • Someone who has thrived in management consulting or a similar fast-paced professional environment
  • An experienced people manager with a passion for coaching and developing talent
  • A driven, entrepreneurial operator with experience “figuring it out” and taking programs from 0-1
  • A world-class communicator who creates clarity with written and verbal communication
  • A highly empathetic, mission-driven, and motivated individual

Nice to Have

  • Experience in Management Consulting/Client Services
  • Experience in a venture-backed technology company
  • Experience in customer support and/or customer experience
  • Experience in financial services or banking

Why You'll Love Working At True Link

  • We’ve got the energy and passion of a startup combined with the professionalism of a financial services firm and the compassion of a mission-driven organization that truly cares about the people we serve.
  • We offer competitive wages, Health, Dental & Vision coverage, and an awesome vacation package.
  • Our customers are not only grateful for our services but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. Our customers and partners love us, and we love them back. You can sleep soundly every night knowing you are doing a really wonderful thing by getting our services into more hands.
  • We treat one another like we treat our customers: with 100% respect and dignity. Diversity and inclusion are cultural values we take very seriously, and we welcome team members of all backgrounds and identities.
  • Our offices are dog friendly and filled with snacks, catered lunch, and a group of friendly, caring people.
  • We are a mission-driven, venture-backed startup growing quickly into a large financial enterprise. We solve complex, life-changing problems for older adults, people with disabilities, and people recovering from addiction, all of whom are often neglected by the financial services industry.

It is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives, whether it’s our True Link Prepaid Visa Card saving a retiree from losing thousands of dollars of his savings to scams or our True Link investment advisory platform supporting a young woman with a disability to plan for her future while protecting her life-saving medical benefits.

We have offices in San Francisco, Denver, Phoenix, and Kingston, NY, and a strong team of distributed team members across the US as well. This position will ideally be based in our San Francisco office. If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact on people’s lives, we invite you to apply to join our team.

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