CX Manager

Employment Type :  Full-time (60+ hours / week), Independent Contractor

Location :  Remote – Philippines

Schedule :  Monday to Friday, 8 AM to 8 PM Eastern Time (or similar), with some weekend coverage

Compensation : $8 / hr

About the Role

We’re a U.S.-based, venture-backed financial technology startup on a mission to redefine financial access. We're seeking a highly driven  CX Manager to oversee and elevate customer experience. We are looking for someone who can not only resolve client issues but also coach, manage, and build a team, build processes and ensure operational excellence. If you enjoy problem solving, leading teams, ensuring performance and developing SOPs, this role could be a perfect fit.

About you

Are you a CX Manager with a banking or fintech background? Do you thrive in fast-paced environments and love turning challenges into opportunities. We are looking for someone who can not only resolve client issues but also coach, manage, and build a team, build processes and ensure operational excellence. If you enjoy problem solving, leading teams, ensuring performance and developing SOPs, this role could be a perfect fit.

RESPONSIBILITIES :

• Lead, coach, and develop the customer support team, monitoring KPIs and ensuring high service standards.
• Oversee daily support operations (50–100 tickets / day) via Intercom and maintain strict data confidentiality.
• Create, update, and enforce SOPs, QA processes, and workflows to optimize efficiency and service quality.
• Analyze metrics, identify process improvements, and present actionable reports to leadership.
• Deliver exceptional written support to banking clients, resolve inquiries, and implement automation to enhance response times.
• Scale and enhance the customer support function as the company grows.

Requirements

PREFERRED :

Benefits