From early-stage AI startups to large public companies, Rho is the banking platform with everything businesses need to manage cash, control spend, and automate finance busywork. Rho offers corporate cards, banking, treasury, expense management, AP, accounting automation, and more in one integrated platform backed by award-winning support.
About the Role
As a Manager on the Client Service Team, you will play a pivotal role in managing and upskilling our Client Service Associates. Your responsibilities will include standing up and managing a small support team (3-5 to start), while developing or iterating on existing operational processes to improve scalability and quality of service for the entire Client Service Team (20 people).
This role requires a strategic thinker who can elevate the team's communication skills, and scale processes and protocols we share with partner teams such as Compliance, Fraud, and Security. You will also collaborate closely with fellow Client Service Managers. Reporting to the Director of Client Services, you will work closely with cross-functional teams to promote feedback loops and continuously improve the client experience.
Responsibilities
- Team Performance Management: Lead and manage a team of 3-5 Service Associates, ensuring timely, efficient, and accurate resolution of client inquiries. Foster a high-performance culture focused on SLA adherence and delivering service excellence.
- Training and QA: Train new and existing team members to excel in product knowledge, client support, and general fintech services. Iterate on our QA processes to ensure scalability, leadership visibility, and continuous skill development.
- Process design improvements: Work with CS leadership to review and upgrade all the existing client-facing processes and protocols, ensuring a frictionless and delightful client experience. Identify and highlight new opportunities for consideration.
- Hands-on leadership: Jump in to resolve tickets during peak times and when critical issues arise; own resolution of escalations.
Qualifications
- 5+ years of experience leading customer service or other user-facing teams in high-growth tech or fintech companies.
- Proven experience in growing support teams, designing and scaling processes and workflows.
- Exposure to servicing (and managing those who service) issues that are technical in nature; banking, corporate cards, accounting, and expense management experience preferred.
- Exceptional communication and interpersonal skills, with a focus on improving team members' soft skills.
- Strong understanding of QA processes and experience in implementing them effectively.
- Ability to multitask, prioritize, and adapt in a rapidly evolving environment.
Schedule
- 9am-6pm MDT
Our people are our most valuable asset. The salary range for this role is $80,000-$96,000. Base salary may vary depending on relevant experience, skills, and business needs. The role is based in SLC, and will require in-office presence as of August 2025.
Diversity is a core value at Rho. We’re passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho’ers with ongoing professional growth opportunities.
