Sr. Manager, Customer Support Platforms & Analytics

At Acorns we look after the financial best interest of the up-and-coming.  We are innovators. We make bold decisions. We stay curious, inspiring one another to push past all previous thresholds of possibility.  We are one team and are building a diverse community of team members, partners, and customers from all walks of life to foster creativity, challenge conventional thinking, and put the tools of wealth-making in everyone’s hands. 

We are looking for missionaries who are rooted in purpose, to join our team. We can achieve our goals if we are a team of missionaries working toward a shared purpose and mission. 

Our mission? With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering, proud step of micro-investing.

How do we accomplish our mission? Our values. 

Lead With Heart 

With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility

Make Bold Decisions

We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future

Always Build Trust

Say what you mean, mean what you say, and do what you say you’re going to do. We are all owners. We are one team

Never Stop Growing

Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress

Find a way

Never settle, no excuses, nothing is impossible. Just make it happen

Our values guide us, and our mission drives us. 

Come join us and help deliver financial wellness for the whole family, creating compound growth at every life stage.

Sr. Manager, Customer Support Platforms and Analytics | Acorns

Acorns is seeking someone optimistic, tenacious, and energized by the thought of developing and scaling our tools, systems, and support analytics. This people manager will lead a small but mighty team of highly motivated individual contributors who help empower and drive accountability across our teams and BPOs to provide an excellent support experience to our customers. 

The Sr. Manager of Customer Support Platforms and Analytics will be responsible for helping to define and monitor success metrics and drive innovation across our third-party technical solutions and internal tools. Qualified candidates will have experience with Customer Relationship Management systems and have an understanding of agent tools, support chatbots, and AI help solutions. We are seeking the person who will take our program to the next level through data-driven rigor, ingenuity, and deep empathy for our customers and the people who support them. 

This person will create and oversee the development of dashboards for key metrics like customer satisfaction, efficiency/productivity, and all of the associated metrics that accompany agents doing their best work supporting our customers. They will also help support capacity planning in partnership with Support leadership and our BPOs. 

This Senior Manager will join our Acorns Support Operations team, reporting to the Head of Acorns Support, and will partner with colleagues handling Training and Quality, Escalations and Complex Cases, BPO management, and Product Operations.

Acorns is a primarily remote organization. This role has the option to be remote or based in our Irvine, CA or New York, NY offices.

You are not expected to have experience with all listed requirements. If you feel passionately about Acorns' mission, vision and values, please apply.  

Within 1 month, you will:

• Gain a thorough understanding of our customer support processes

• Introduce yourself and learn from your cross-functional partners in Acorns Support, as well as your friends in our Product, IT, Finance, and Engineering teams

• Review and align with Acorns Support Objectives and Key Results, providing input and meeting with team members to learn about our long-term goals

• Get to know your team, set up 1:1s, and establish operating rhythms

Within 3 months, you will:

• Develop a deep understanding of support metrics 

• Partner with leadership to help align on topline metrics and presentation 

• Get familiar with Acorns’ CRM, support tools, and integrations

Within 6 months, you will:

• Develop a suite of support dashboards 

• Start to drive CRM improvements and iteration

• Deliver on Acorns objectives around cost-to-serve, scalability, and agent-level customer service quality

• Develop build or buy strategy 

What you will bring to Acorns:

• 10+ years of progressively responsible experience as a leader in Customer Support, data analytics, support systems, or internal tools

• Experience leading and growing teams and enabling ICs to do their best work

• Excellent communication skills, with a bias towards a writing-focused culture, and a penchant for documentation and asynchronous work, along with strong analytical skills, including performance storytelling using slides, charts, etc

• Demonstrated project management experience, and experience working autonomously to deliver multi-phased projects

• Expertise in data and data visualization tools

• 2+ years of people management experience

• Demonstrated experience motivating, supporting, and developing team members to meet performance expectations, and build their careers

• Ability to align company vision and organizational goals with team execution

• Commitment to upholding policy and procedures in accordance with company standards

• Own strategic decision-making and effectively communicate direction to team members 

• Thirst for delivering game-changing products

• Exceptional drive and precision in delivery

• A belief that your work is tied to your life's mission

• Optimistic about the potential of societal change

What we offer: 

• Competitive salary and stock options

• A comprehensive benefits package to meet the needs of you and your family

• Flexible work hours, location, and paid time off 

• 401k discretionary match

• Monthly Acorns account contribution & GoHenry account for your family

• Wellness Days - Company-wide quarterly days off to rest + recharge

• Mindfulness, Mental Health, and Financial Wellness resources: Headspace, Ginger, and Addition Wealth are offered at no cost to you

• Acorns Career Development Program (Monthly Acorns to Oaks training sessions, development plans, quarterly development check-ins, Cornerstone’s online training platform)

• Roots Leadership Program for emerging leaders

• Monthly community celebrations, events, panel discussions, and speakers

• Talented and motivated team members who care deeply about one another, our mission, and our customers.

• The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

About Acorns:

Acorns is how everyday consumers save & invest for the long term. By putting the tools of wealth-making in everyone's hands, Acorns has become the largest subscription service in U.S. consumer finance, serving over 10 million everyday Americans. Today, Acorns is a global company across five countries with three distinct products, including GoHenry, the leader in money management and financial education for kids in the US and UK, and Pixpay, a leading European money manager for teens. At Acorns, customers get automated investing in diversified portfolios, a simple retirement product, a bank account that helps people spend less to invest more, and bonus investments from 20k brands. Parents can easily invest in their kids and get money news they can use to grow at every life stage. From acorns, mighty oaks do grow!

Mission:

With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering step of micro-investing.

Values:

• Lead With Heart

• Make Bold Decisions

• Always Build Trust

• Never Stop Growing

• Find a Way

Management Principles:

• Managers are constantly raising the bar

• Managers ensure all team members have a voice and a path

• No surprises - Managers give and receive feedback early and often

• Managers continuously assess performance action on concerns quickly

• Managers foster a resilient, results-oriented mindset

Commitment to a diverse community: 

Acorns is committed to building a diverse community of customers, partners, and team members. We believe that fostering diversity not only fuels creativity but also challenges conventional thinking and helps us properly represent the unique experience of the everyday consumer that we serve. 

Compensation Information:

The pay range for this position at the commencement of employment is expected to be between $165,000 and $180,000/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including equity grants, and discretionary cash bonus awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Work Authorization:

Acorns participates in E-Verify to confirm the employment eligibility of all newly hired employees. For more information about E-Verify, please visitwww.e-verify.gov