Nav is the leading financial health platform for small businesses, providing a suite of tailored financial solutions and insights. Our mission is to empower small business owners by offering personalized, data-driven financial tools and services that simplify the complex world of business financing. Nav is democratizing small business financing. In other words, we give small business owners access and control. Yes, this challenges the norm, but it means working with curious, purpose-driven, dedicated, and inquisitively smart people who push themselves, our company, and the community to the next level (and every level after that). We are the people behind the tech. And when it’s good, we look for better. We don’t overthink the value we bring nor spend time trying to revamp mantras. We also do not come up with some crafty way to tell you who we are and what we offer. We are Nav! Here, you’ll gain a wealth of experience, learn the tricks of the trade, and work with winners.

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Nav is seeking an empathetic and driven Head of Customer Service and Retention to oversee our customer service and customer retention teams. This role combines leadership in traditional customer service with proactive customer retention efforts, ensuring that every interaction adds value to the customer’s experience and fosters long-term engagement. This role is pivotal in building and managing teams, enhancing service efficiency through improved internal tools, and leveraging customer insights to influence product development.

This role must be in office in our Draper, UT office, but can be a hybrid schedule.

YOU WILL: 

• Lead and manage a customer service team focused on excellence in service delivery and effective customer retention practices.
• Lead the integration of customer service and retention strategies, ensuring a seamless experience that enhances customer satisfaction and loyalty throughout the lifecycle of their business.
• Develop and refine customer service protocols and systems to maximize team efficiency and effectiveness.
• Drive initiatives that enhance customer retention and reduce churn by ensuring that all customer interactions contribute to long-term engagement and loyalty.
• Collaborate closely with the product team to ensure that the internal tools and technologies used by the customer service team are optimized for performance.
• Analyze customer feedback and service trends to identify opportunities for product improvements and reductions in customer service queries.
• Partner with the product team to inform and shape product strategy based on comprehensive customer insights, aiming to enhance user experience and satisfaction.

WHO YOU ARE:

• Proven experience in customer service management with a strong focus on retention strategies, preferably in the fintech industry.
• Excellent leadership and interpersonal skills to inspire, build, and guide a customer-focused organization.
• Proficiency in CRM and data analysis tools, with a keen ability to translate data into actionable insights.
• Strong problem-solving abilities and a commitment to creating innovative solutions for enhancing customer retention.
• Exceptional communication skills, both for internal collaboration and customer interactions.

More about Nav

Inclusion at Nav:

At Nav, we celebrate what makes our employees unique because the businesses we serve are progressively diverse and distinctly original. Navericks are diverse, side hustlers, immigrants, veterans, queer, and we push generational boundaries. We are college dropouts, PhDs, special needs parents, allies, pet owners and community leaders. Navericks are human. We are committed to upholding a safe, supportive environment where everyone matters. We are committed to making a better future for all of us. We have created a workplace where people of all backgrounds can express their identities authentically. To put it simply, we want you to be proud to be you.

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Our Compensation Philosophy is simple but powerful:

At Nav, providing equal pay for equal work is table stakes for being a great place to work. Gender and ethnic inequity should only be something that our children read about in history books. We believe providing Navericks with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team.

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During the interview process, our recruiter will be explaining how our rubrics work across all of our total rewards ( base, equity, bonus, perks, and benefit) offerings . The base salary for this role is targeted between $140K - $160K per year. Final offer amount is determined by your proficiencies within this level. 

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Our impact on you:

Competitive Pay. Company Ownership. Unlimited Vacation. Benefits Day One. 6 Weeks Paid Parental Leave. Work From Anywhere (yes we were distributed before it was cool). Flexible Work Arrangements. Free Telehealth and Telemental Health For All Employees. Employee Networking and Events. Community Network Groups (women’s, PRIDE, culture). Meaningful Perks and Rewards. Learning and Development Opportunities. Pet Insurance. 

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A Naverick’s DNA: 

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and point of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We choose to not to be a victim of circumstance. We make decisions & take responsibility so that we can act & support each other, rather than adopting defensive, and “finger pointing” behaviors.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.