[Hiring] Team Lead @Extend Your Team

Role Description

We’re looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience.

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools
• Documenting & logging issues (as well as customer compliments & complaints)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
• Leading, mentoring, and managing a team of support specialists to drive operational efficiency and high performance
• Owning team metrics, SLAs, and KPIs, analyzing performance data to identify trends and optimize processes
• Exercising strong agency and initiative to solve complex operational challenges and steer the team toward success
• Drafting, maintaining, and continuously refining rigorous Standard Operating Procedures (SOPs) for income processing and multi-layered asset verification workflows, ensuring zero drift, process scalability, and absolute data accuracy.

Qualifications

• 2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem, specifically executing back-end loan processing or underwriting tasks.
• Proven expertise in evaluating multi-layered asset and income profiles (e.g., W-2, paystubs, self-employed documentation, etc.) to accurately determine qualifying income for automated credit guidelines (i.e., Debt-to-Income (DTI) calculation).
• Strong practical knowledge of BSA/AML guidelines, CIP/KYC Standards, and OFAC regulatory checks; hands-on experience performing backend compliance reviews, including clearing identity discrepancies, PEP matches, name mismatches etc.
• Solid operational understanding of the Flood Disaster Protection Act (FDPA), including the ability to review Standard Flood Hazard Determination Forms (SFHDF), interpret FEMA flood maps.
• Experience in customer-facing roles within financial accounts, demonstrating the ability to assist users/borrowers through complex back-end applications while maintaining absolute precision with sensitive customer financial records.
• Proficient in navigating digital workspace ecosystems, including customer communication hubs (ZenDesk), enterprise task management platforms (Asana), Google Workspace, and internal CRM architectures.
• Uncompromising attention to detail and organizational hygiene. Because we are a highly regulated financial services company, absolute data accuracy and a drive for "zero drift" are mandatory.
• Superb English communication skills (written and verbal), featuring exceptional clarity, fast execution speed, and professional diction.
• Bachelor’s degree or equivalent, verified professional experience in financial services, banking operations, or operational risk management.
• Absolute flexibility to work standard US Pacific Time (PST/PDT) hours: 9:00 AM to 6:00 PM (including a 1-hour midday break).
• Demonstrated experience leading and scaling a high-performing team, managing key operational metrics, driving accountability, and possessing a proven track record of bringing teams to success with high autonomy and agency.

Company Description

We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others.

Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards.