Rho is hiring a

Web3 Senior Manager, Client Service (NYC)

About Us

Rho is on a mission to make finance frictionless for business. Our team and technology power high-performing companies with an end-to-end finance platform that seamlessly enables teams to safely conduct and manage company cash and spending across commercial-grade banking, corporate cards, A/P and more.

About the Role

As a Senior Manager on the Client Service Team, you will play a pivotal role in managing and upskilling our Client Service team. Your responsibilities will include overseeing day-to-day operations, ensuring the highest quality of customer support, and continuously improving the team's performance. This role requires a strategic thinker who can elevate the team's communication skills, manage QA processes, and handle various operational and logistical tasks (such as scheduling, planning, hiring, Zendesk operations management) efficiently. In this role, you will manage a team of 5-10 Associates and Senior Associates, based across Serbia, Mexico and the Philippines, who work on the front lines. You will collaborate closely with your fellow Senior Manager (who focuses on operations). Reporting directly to the SVP of Client Experience, you will collaborate closely with cross-functional teams to promote feedback loops and continuously improve the client experience.

Responsibilities

• Team Performance Management: Lead and manage the team of 5-10 Service Associates and Senior Associates, ensuring the resolution of client inquiries in a timely, efficient, and accurate fashion. Foster a high-performance culture focused on generating results and a collaborative work environment.
• Elevate customer experience: Design and redesign all the existing client-facing processes and protocols to create a frictionless and delightful client experience. Work with collaborators to raise the bar by productizing and streamlining processes. Drive the change on the team to continuously improve customer experience.
• Quality Assurance (QA): Oversee and iterate on the QA processes to maintain high service standards. Regularly monitor and evaluate support interactions to identify areas for improvement and implement corrective actions.
• Communication Skills Development: Elevate the communication skills of the team to ensure effective interactions with our US-based clients (phone, chat, email). Provide training and resources to enhance effective client communication, issue resolution, and soft skills.
• Zendesk Operations: Take ownership of our Zendesk support platform, optimizing workflows, automation, and reporting to enhance the overall customer support experience.
• Hiring and Training: Lead the recruitment process for new support team members. Develop and deliver onboarding and training programs to ensure new hires are well-prepared to meet our service standards.
• Oversee and report on Client Service KPIs: CSAT, contact rate, deflection rate, first response rate, full resolution rate, and time.

Qualifications

• 6+ years of experience in client service/support and in a management/leadership role.
• Proven experience in managing and leading support teams, preferably in a fast-paced startup environment.
• Exceptional communication and interpersonal skills, with a focus on improving team members' soft skills.
• Strong understanding of QA processes and experience in implementing them effectively.
• Proficiency in Zendesk or similar customer support software.
• Excellent organizational and logistical skills.
• Ability to multitask, prioritize, and adapt in a rapidly evolving environment.
• Experience in hiring and training support professionals is a plus.

Our people are our most valuable asset. The salary range for this role is $94,000 - $110,000. Base salary may vary depending on relevant experience, skills, geographic location, and business needs. In addition to base pay, Rho offers equity, healthcare benefits and paid time off.

Diversity is a core value at Rho. We’re passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho’ers with ongoing professional growth opportunities.

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