Fruitful

Senior Manager, Hospitality

Fruitful

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Lead, hire, and coach the Hospitality team, setting a high bar for quality, responsiveness, and member care
  • Own escalation management, ticket routing and cross-functional collaboration with Guide, Bank / Investing Ops, and Engineering
  • Evolve our support model from email based to incorporating phone and chat support as we scale
  • Invest in initiatives to scale Hospitality including, staffing, building workflows, documentation, and tooling
  • Drive AI-enabled and process improvements that reduce manual work and increase consistency
  • Maintain strong QA and training standards, ensuring the team is equipped to support new product launches and app updates
  • Stay close to the member experience by directly supporting escalations and a portion of core tickets as you build and strengthen the team’s foundations
  • Work closely with the Head of Operations + Finance, CEO, and Head of Product

Requirements

  • Experience building and coaching high-performing support teams
  • Strong operational mindset with the ability to zoom out and redesign systems
  • Excellent written and verbal communication skills
  • Sound judgment in escalations and complex member situations
  • Highly organized, process-oriented, and energized by continuous improvement
  • Comfortable operating in a player-coach capacity in an early-stage environment
  • Experience supporting fintech or banking products is a plus (but not required)
Benefits
  • Competitive compensation package including salary and equity
  • Flexible, self-directed time-off
  • Hybrid, working 2-3 days per week from our office in NYC
  • Work-from-home setup stipend
  • 401(k) program with company match
  • Comprehensive health benefits package with a substantial employer subsidy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
leadershipcoachingoperational mindsetwritten communicationverbal communicationjudgmentorganizational skillsprocess-orientedcontinuous improvementplayer-coach