ScaleUP Week

Customer Support

• Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs
• Monitor customer service performance on the agent and team level
• Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
• Establish and manage your team to individual and team goals and objectives
• Assist in report creation reflecting support performance and/or conversation details
• Monitor the Customer Care queues and assign resources to ensure we meet our targets
• Coordinate and lead ZayZoon new hire training for Customer Care
• Own “escalated” customer communications through to resolution
• Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling
• Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure
• Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing
• Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc

Team Lead, Customer Care

Software Engineer

• Creative problem solving for key development and engineering issues, including full understanding of the root cause with the ability to leverage data to back up assertions
• Building, maintaining, and architecting core web and mobile applications
• Integrating with and maintaining third party tools and services
• Participating in our agile development process: sprint planning, story grooming and stand ups
• Extensive collaboration with other departments, particularly Product, Customer Care, and Finance, on product issues and when implementing new features
• Adherence to our SDLC and secure coding practises and environment
• Collaboration with development pod and team via pull request reviews, mentorship, knowledge sharing, pairing on complex stories
• Championing ZayZoon’s mission to provide responsible financial products to an underserved generation of employees

Intermediate Developer

Engineering Manager

• Lead a pod of developers aligned to a specific persona (e.g., employee, employer) or growth segment (e.g., ACV, LTV)
• Conduct bi-weekly 1:1s, review weekly updates, resolve team issues (escalating when needed), and manage time-off planning to maintain team coverage
• Run all agile ceremonies (stand-up, planning, retro, backlog refinement) and drive strong team collaboration
• Partner with the PM and cross-functional stakeholders to translate product needs into scalable, secure technical solutions
• Architect new features with other leads, mentor developers, and advocate for addressing technical debt with clear, data-backed rationale
• Coordinate QA, ensure high-quality delivery, and establish meaningful, data-driven KPIs (via Metabase) to track impact against company priorities