Customer Service Manager

Company Description DNERO Wallet is an invite-only digital wallet that enables users to send and receive money with rapid cash-back rewards on everyday spending. Users can instantly load funds from their bank accounts and seamlessly transfer money to contacts, even if recipients are not yet on the app. New users receive a link to download DNERO and access their funds, supporting fast, secure, and convenient transactions. DNERO emphasizes social engagement by rewarding users for inviting friends and earning cash rewards based on their spending. The company focuses on delivering a user-friendly, rewarding payment experience in a growing digital financial ecosystem.Role Description The Customer Service Manager is a full-time, on-site role based in Irvine, CA, responsible for leading the customer support function for DNERO Wallet. Day-to-day responsibilities include managing a customer service team, setting performance standards, and ensuring timely, high-quality responses to user inquiries across multiple channels. The role involves monitoring customer satisfaction, resolving escalated issues, and identifying trends to improve processes and product features. The Customer Service Manager will develop and implement service policies, collaborate with product and operations teams, and use data to optimize customer experience. This position requires a focus on building a supportive team culture and delivering consistent, customer-centered service for DNERO users.QualificationsDemonstrated expertise in Customer Service Management, including leading teams and overseeing Customer Support operations.Strong focus on Customer Satisfaction, with experience designing and improving customer experience initiatives.Bilingual English- SpanishExcellent Communication skills, both written and verbal, for interacting with customers and cross-functional teams.Solid Analytical Skills to interpret service metrics, identify patterns, and recommend data-driven improvements.Previous experience in fintech, digital wallets, or financial services is highly beneficial.Proven ability to manage escalations, handle complex issues, and make sound decisions under pressure.