Customer Service Lead
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 Americans to take control of their $1.2T in annual economic impact while also being fully inclusive and welcoming of all other communities.
About the job
As our first full-time customer service hire, the Customer Service 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.
Qualifications & Skills Required
Compensation: Commensurate with experience