About us:

First Boulevard is a digitally native, unapologetically Black, neobank built to eradicate the wealth gap in America. Black America has been underbanked, unbanked, and underserved for centuries. First Boulevard empowers Black America to take control of their $1.4T in annual economic impact while also being fully inclusive and welcoming of all other communities.

  • 17% Black Americans do not have a bank account.
  • The disparity in average net worth between black families and white families in America is $153,000.
  • Incumbent banks require on average an additional $245 in deposit minimums for Black Americans to avoid fees.
  • Black families are being underserved and overcharged by incumbent banks.

What you will do at First Boulevard:

As our first full-time customer service hire, the Customer Support Lead at First Boulevard will build out our customer service infrastructure, set in place the tools, policies, and procedures we’ll need to provide excellent customer service and build a world-class team to take care of our customers. You’ll also help build out processes for directing customer feedback to leadership and product teams to help in their decision-making.

Currently, First Boulevard’s partner bank is providing customer service. As we grow, we’ll want to move our customer service operations in-house. Your first year at First Boulevard will be spent managing the transition and building our in-house systems from the ground up. Once we’re in-house, you’ll lead the organization and hire the key staff who will build our brand and keep our customers happy.

Who we’re looking for:

A lot of banks and financial services companies see customer service as a necessary evil; a cost-center that drives down profits. We want an efficient and well-run organization, but we’re willing to invest in great customer service—our customers deserve it, and we know it sets us apart from our competition. You should be someone who sees customer service as the heart of a company and be willing to advocate for that internally. You know a well-trained, empowered team provides the most meaningful and effective customer interactions, and you are committed to treating your people well, so they’ll be equipped to handle the tough calls and be the problem-solvers our customers depend on. You see the big picture, but you also know that every customer interaction is a chance to make someone’s day a little easier.

Responsibilities:

  • Work with our partner organizations to ensure excellent service for our first beta users and beyond.
  • Plan, manage, negotiate, and execute the transition to in-house customer service.
  • Work with product and engineering teams to build internal systems for managing customer contact
  • Create channels for customer feedback to reach internal stakeholders
  • Be a tireless internal advocate for customer service

Requirements:

  • Banking or finance experience is a must, fintech and/or neobank experience is a huge plus
  • Experience providing secure and compliant customer service within regulated industries
  • Experience building teams and processes, with the ability to take a long view, balancing what we need now with what we’ll need in the future
  • Strong customer service chops— we’ll look to you to be opinionated and vocal about keeping our customers at the center of all we do
  • Experience as an employee in customer service orgs, taking on ever-greater responsibility, is a major plus
  • An understanding of the #bankblack movement and mission alignment with First Boulevard

Bonus:

  • Startup experience
  • Fintech experience
  • Thrive in an unstructured environment and comfortable establishing and building structure around you
  • Digital Community Building experience

Why join the First Boulevard team?

First Boulevard is working hard to build generational wealth for our Black community. We are here to make a big impact, and we’re looking for team members to help achieve our goals by building an amazing financial product. Work for a company that walks their talk! Our team members enjoy competitive compensation and a generous benefits package, including:

  • High-quality, comprehensive Aetna medical plans. The company pays 100% insurance premiums for employees, and 75% of premiums for spouse and family.
  • Dental and vision insurance.
  • Meaningful equity via stock options.
  • Flexible vacation plan and 10 paid holidays.
  • Wellness program.
  • Advancement opportunities with a fast-growing company.

We are an Equal Opportunity Employer.