Our mission is to give renters everywhere greater financial freedom to plan and enjoy their lives.
Our first product eliminates cash security deposits and puts more money back in renters’ pocketsWith over $45 billion tied up in security deposits for 110 million renters in the united states alone, it’s time for security deposits to officially become a thing of the pastTying up money at one of life’s biggest and most expensive moments just isn’t fair.
So we threw out the antiquated “way of doing things” and built a technology-driven insurance product to help bring renting into the 21st centuryWith rhino, millions of renters across the country now have the opportunity to save with our award-winning deposit insuranceWe’ve already saved hundreds of millions of dollars for renters and are trusted in over 1 million homes nationwide, and most importantly, we’re just getting started...
In this role you will:
Lead a team of 5+ customer support associates.
Own and improve customer support processes and workflows.
Provide ongoing, proactive leadership and support to the assigned customer base to generate high levels of customer satisfaction and successAct as an escalation point for customer support needs.
Handle and ensure proper resolution of escalated email support tickets and phone calls.
Develop and maintain departmental materials including training manuals, policies/procedures, best practices, etc.
Anticipate hiring needs and communicate to leadership appropriately.
Perform task-specific training for new hiresAct as primary business stakeholder for the department.
Perpetuate an environment of constant improvementLook for opportunities to improve and/or streamline processes to ensure a better experience for participants.
Provide recommendations for departmental tools and resourcesEnsure clear communication of important updates and company information to your team.
Assist support director with ad hoc projects and other high level needs.
Manage scheduling of associates to ensure no gaps in coverage and ample coverage is in place during peak times and holidays.
Monitoring slack channels to stay up to date on department and company news, answer questions from other support team members.
Develop, track, and report on relevant kpi/metrics.
Provide data-driven insights and recommendations to leadership teams based on expert knowledge of the rhino platform.
We’re ideally seeking:
A change agent
Obsessive over customer service
An advocate for fair & affordable housing
Competitive compensation and 401k
Unlimited pto to give our employees a little extra r&r when they need it
Stock option plan to give our employees a direct stake in rhino’s success
Comprehensive health coverage (medical, dental, vision)
Remote work program to allow for flexibility between home and the office
Generous parental leave to create a family-friendly culture
Wellness perks (gym, classpass, & citibike memberships)
Commuter benefits through a flexible spending account
Fintech equality coalition founding member
Rhino is committed to the principle of equal employment opportunity for all employees, and to providing employees with a work environment free of discrimination and harassmentAll employment decisions at rhino are without regard to race, color, age, religion or belief, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operateRhino has a zero-tolerance policy against discrimination or harassment based on any of these characteristicsThis includes recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.