About us:
Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.
Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.&nbsp;
We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.
Come join our team as we develop new ways to improve the lives of working Americans.
About the Role:
The BPO Vendor Manager is responsible for leading and managing the End User Support team, which includes Onboarding Lead Analysts and T3 Escalation Specialists, and for overseeing our Business Process Outsourcing (BPO) partner. This role involves ensuring efficient and effective support operations, resolving complex customer issues, driving process improvements, and maintaining strong relationships with both internal teams and external partners.
Responsibilities include, but are not limited to:
Team Leadership and Management:
<ul>
<li data-renderer-start-pos="561">Manages and mentors team members, providing guidance and support to meet team goals</li>
<li data-renderer-start-pos="648">Oversees issue identification and resolution for new customer onboarding</li>
<li data-renderer-start-pos="724">Ensures effective triage, investigation, and response to complaints and escalations</li>
<li data-renderer-start-pos="811">Monitors team performance, providing coaching and feedback</li>
<li data-renderer-start-pos="873">Leads a cross-functional and cross-vendor support organization, managing internal team leads and external BPO Operations Managers across multiple global locations</li>
<li data-renderer-start-pos="1039">Oversees performance, morale, and development for Tier 1, Tier 2, Tier 3, Onboarding, and Quality teams</li>
</ul>
BPO Partner Management:
<ul>
<li data-renderer-start-pos="1173">Manages the BPO relationship, ensuring SLA adherence and performance standards</li>
<li data-renderer-start-pos="1255">Conducts regular performance reviews, identifying and implementing improvements</li>
<li data-renderer-start-pos="1338">Collaborates with the BPO partner to optimize support processes and enhance customer experience</li>
<li data-renderer-start-pos="1437">Ensures the BPO partner has necessary training, resources, and support.</li>
<li data-renderer-start-pos="1512">Acts as the main point of contact for the BPO partner</li>
<li data-renderer-start-pos="1569">Partners with BPO vendors to draft and revise contracts and addendums, ensuring alignment with operational needs prior to Legal review</li>
<li data-renderer-start-pos="1707">Reviews and approves monthly invoices to validate performance and compliance with contractual terms</li>
</ul>
Workforce Management (WFM) and Tool Management:
<ul>
<li data-renderer-start-pos="1861">Manages and optimizes workforce management (WFM) processes to ensure efficient staffing levels and adherence to service level agreements</li>
<li data-renderer-start-pos="2001">Administers and utilizes Zendesk WFM to forecast staffing needs, schedule shifts, and track agent performance</li>
<li data-renderer-start-pos="2114">Analyzes WFM data to identify trends, optimize resource allocation, and improve overall operational efficiency</li>
<li data-renderer-start-pos="2228">Collaborates with the BPO partner to ensure alignment on WFM strategies and effective utilization of Zendesk WFM</li>
<li data-renderer-start-pos="2344">Lead daily stand ups to review prior-day performance and provide guidance on weekly and monthly WFM trends</li>
<li data-renderer-start-pos="2454">Partners with Real-Time Analysts (RTAs) to evaluate daily and intraday coverage, address staffing gaps, and implement backlog reduction strategies</li>
</ul>
Onboarding and Issue Resolution:
<ul>
<li data-renderer-start-pos="2640">Oversees and monitors account onboarding problems via transaction alerts</li>
<li data-renderer-start-pos="2716">Ensures timely decisioning of compliance alerts (KYC, Sanctions) and appropriate escalation</li>
<li data-renderer-start-pos="2811">Ensures team members engage with customers and vendors to resolve onboarding issues</li>
<li data-renderer-start-pos="2898">Addresses and resolves high-level customer issues (severe complaints, service failures, process complexities)</li>
<li data-renderer-start-pos="3011">Handles and resolves sensitive financial transaction issues, ensuring satisfaction and compliance</li>
</ul>
Process Optimization and Improvement:
<ul>
<li data-renderer-start-pos="3153">Evaluates and streamlines customer support processes</li>
<li data-renderer-start-pos="3209">Identifies bottlenecks and implements solutions to improve workflow and response times.</li>
<li data-renderer-start-pos="3300">Builds, maintains, and innovates onboarding, escalation, and resolution processes</li>
<li data-renderer-start-pos="3385">Develops and implements strategies for continuous improvement in customer support and escalation management</li>
</ul>
Data Analysis and Reporting:
<ul>
<li data-renderer-start-pos="3528">Analyzes customer support data (app store, social media) to identify trends and areas for improvement</li>
<li data-renderer-start-pos="3633">Generates regular reports and insights for decision-making and strategic planning</li>
<li data-renderer-start-pos="3718">Monitors and reports on customer escalation management performance, providing insights and recommendations</li>
</ul>
Cross-Functional Collaboration:
<ul>
<li data-renderer-start-pos="3863">Works with customer support, product, and engineering for product enhancements based on feedback</li>
<li data-renderer-start-pos="3963">Partners with the Compliance team to identify trends and implement corrective actions</li>
<li data-renderer-start-pos="4052">Collaborates with external vendors and internal teams to troubleshoot complex customer issues.</li>
<li data-renderer-start-pos="4150">Partners with CX Operations Manager on cross-functional projects</li>
<li data-renderer-start-pos="4218">Acts as a subject matter expert for the Training &amp; Documentation team to improve documentation</li>
</ul>
Qualifications:
<ul>
<li data-renderer-start-pos="4335">2-4 years of experience in a support role at a technology/SaaS company, preferably FinTech</li>
<li data-renderer-start-pos="4400">5+ years of experience in customer support, with a focus on complex/high-priority issues</li>
<li data-renderer-start-pos="4492">2+ years of experience leading a team in customer support</li>
<li data-renderer-start-pos="4553">3+ years of experience managing vendor or BPO relationships</li>
<li data-renderer-start-pos="4616">Strong analytical skills with proficiency in data analysis tools and techniques</li>
<li data-renderer-start-pos="4699">Excellent communication and interpersonal skills</li>
<li data-renderer-start-pos="4751">Familiarity with customer support technologies and processes</li>
<li data-renderer-start-pos="4815">Detail-oriented with a focus on continuous improvement</li>
<li data-renderer-start-pos="4873">Ability to thrive in a fast-paced, dynamic environment</li>
<li data-renderer-start-pos="4931">Proven experience in advanced customer support roles, preferably in FinTech</li>
<li data-renderer-start-pos="5010">Strong analytical and problem-solving skills with critical and empathetic thinking</li>
<li data-renderer-start-pos="5096">Ability to quickly learn and apply new processes and technologies</li>
<li data-renderer-start-pos="5165">Demonstrated ability to lead cross-functional teams and drive collaborative problem-solving</li>
<li data-renderer-start-pos="5260">Strong organizational skills and attention to detail, with the ability to manage multiple high-priority tasks</li>
</ul>
Travel:
This position may require semi-annual travel to BPO sites in Columbia, Philippines, and India as needed.
Schedule:
Due to the nature of our 24/7 support availability, it may be necessary on occasion to schedule/attend meetings during 2nd/3rd shift times to align with shift leader schedules.
Compensation:
The salary range for this role is $85-105k.
The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc.&nbsp;
Location:
This position is classified as REMOTE within the United States of America.
We are unable to hire candidates located outside of the domestic U.S.
Benefits:&nbsp;
<ul>
<li data-renderer-start-pos="1537">Market-leading medical, dental, and vision insurance&nbsp;</li>
<li data-renderer-start-pos="1594">Stock options</li>
<li data-renderer-start-pos="1611">Free Premium-Tier Origin Financial Wellness subscription</li>
<li data-renderer-start-pos="1671">Monthly home-office stipend</li>
<li data-renderer-start-pos="1702">401k (TransAmerica)</li>
<li data-renderer-start-pos="1725">12-weeks paid parental leave for birthing and non-birthing parents</li>
<li data-renderer-start-pos="1795">Flexible time off + sick and safe time</li>
<li data-renderer-start-pos="1837">11 paid company holidays</li>
</ul>
Working at Branch
A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.&nbsp; Learn more about what we do in this <a class="_mizu1p6i _1ah31bk5 _ra3xnqa1 _128m1bk5 _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _syaz14q2 _ect41gqc _1a3b18uv _4fpr8stv _5goinqa1 _f8pj14q2 _9oik18uv _1bnxglyw _jf4cnqa1 _30l314q2 _1nrm18uv _c2waglyw _1iohnqa1 _9h8h16c2 _1053w7te _1ienw7te _n0fxw7te _1vhvg3x0" href="https://cdn.bfldr.com/CUTY2K5N/as/jrr3hk6csnwjhrx8phg6ppnj/The_Branch_Manifesto" data-renderer-mark="true" data-is-router-link="false" data-testid="link-with-safety">video</a>!
Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.&nbsp;&nbsp;
Learn more about our culture, approach, technology, and people here:&nbsp;<a class="_1yt4x7n9 _2rkoiti9 _v56415x0 _1e0c1nu9 _16d9qvcn _syaz14q2 _1rkwglyw _4cvx15qp _19bvidpf _18u01i6y _uizt1kdv" href="https://www.branchapp.com/about" data-testid="lazy-render-placeholder">https://www.branchapp.com/about</a>
&nbsp;
Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Must be currently authorized to work in the USA without sponsorship or transfer.
No third-parties, please.
View how Branch collects your personal data <a class="_mizu1p6i _1ah31bk5 _ra3xnqa1 _128m1bk5 _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _syaz14q2 _ect41gqc _1a3b18uv _4fpr8stv _5goinqa1 _f8pj14q2 _9oik18uv _1bnxglyw _jf4cnqa1 _30l314q2 _1nrm18uv _c2waglyw _1iohnqa1 _9h8h16c2 _1053w7te _1ienw7te _n0fxw7te _1vhvg3x0" href="https://www.branchapp.com/legal/ccpa" data-renderer-mark="true" data-is-router-link="false" data-testid="link-with-safety">here</a>.

**About us:**

Branch is on a mission to empower workers with financial freedom. We do this
by helping companies accelerate payments and providing working Americans with
accessible, free financial services. We’re committed to building and
delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea?
Share it today and it might just get implemented tomorrow. As a member of our
team, your voice and creativity matter—and they can directly impact our
products, company, and culture.

We not only focus on attracting great talent from across the country, but also
on building teams that help that talent thrive. That means valuing a diversity
of opinions and working styles, while creating a shared belief in innovation,
initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working
Americans.

**About the Role:**

The BPO Vendor Manager is responsible for leading and managing the End User
Support team, which includes Onboarding Lead Analysts and T3 Escalation
Specialists, and for overseeing our Business Process Outsourcing (BPO)
partner. This role involves ensuring efficient and effective support
operations, resolving complex customer issues, driving process improvements,
and maintaining strong relationships with both internal teams and external
partners.

**Responsibilities include, but are not limited to:**

_Team Leadership and Management:_

 * Manages and mentors team members, providing guidance and support to meet team goals
 * Oversees issue identification and resolution for new customer onboarding
 * Ensures effective triage, investigation, and response to complaints and escalations
 * Monitors team performance, providing coaching and feedback
 * Leads a cross-functional and cross-vendor support organization, managing internal team leads and external BPO Operations Managers across multiple global locations
 * Oversees performance, morale, and development for Tier 1, Tier 2, Tier 3, Onboarding, and Quality teams

_BPO Partner Management:_

 * Manages the BPO relationship, ensuring SLA adherence and performance standards
 * Conducts regular performance reviews, identifying and implementing improvements
 * Collaborates with the BPO partner to optimize support processes and enhance customer experience
 * Ensures the BPO partner has necessary training, resources, and support.
 * Acts as the main point of contact for the BPO partner
 * Partners with BPO vendors to draft and revise contracts and addendums, ensuring alignment with operational needs prior to Legal review
 * Reviews and approves monthly invoices to validate performance and compliance with contractual terms

_Workforce Management ( WFM) and Tool Management:_

 * Manages and optimizes workforce management (WFM) processes to ensure efficient staffing levels and adherence to service level agreements
 * Administers and utilizes Zendesk WFM to forecast staffing needs, schedule shifts, and track agent performance
 * Analyzes WFM data to identify trends, optimize resource allocation, and improve overall operational efficiency
 * Collaborates with the BPO partner to ensure alignment on WFM strategies and effective utilization of Zendesk WFM
 * Lead daily stand ups to review prior-day performance and provide guidance on weekly and monthly WFM trends
 * Partners with Real-Time Analysts (RTAs) to evaluate daily and intraday coverage, address staffing gaps, and implement backlog reduction strategies

_Onboarding and Issue Resolution:_

 * Oversees and monitors account onboarding problems via transaction alerts
 * Ensures timely decisioning of compliance alerts (KYC, Sanctions) and appropriate escalation
 * Ensures team members engage with customers and vendors to resolve onboarding issues
 * Addresses and resolves high-level customer issues (severe complaints, service failures, process complexities)
 * Handles and resolves sensitive financial transaction issues, ensuring satisfaction and compliance

_Process Optimization and Improvement:_

 * Evaluates and streamlines customer support processes
 * Identifies bottlenecks and implements solutions to improve workflow and response times.
 * Builds, maintains, and innovates onboarding, escalation, and resolution processes
 * Develops and implements strategies for continuous improvement in customer support and escalation management

_Data Analysis and Reporting:_

 * Analyzes customer support data (app store, social media) to identify trends and areas for improvement
 * Generates regular reports and insights for decision-making and strategic planning
 * Monitors and reports on customer escalation management performance, providing insights and recommendations

_Cross-Functional Collaboration:_

 * Works with customer support, product, and engineering for product enhancements based on feedback
 * Partners with the Compliance team to identify trends and implement corrective actions
 * Collaborates with external vendors and internal teams to troubleshoot complex customer issues.
 * Partners with CX Operations Manager on cross-functional projects
 * Acts as a subject matter expert for the Training & Documentation team to improve documentation

**Qualifications:**

 * 2-4 years of experience in a support role at a technology/SaaS company, preferably FinTech
 * 5+ years of experience in customer support, with a focus on complex/high-priority issues
 * 2+ years of experience leading a team in customer support
 * 3+ years of experience managing vendor or BPO relationships
 * Strong analytical skills with proficiency in data analysis tools and techniques
 * Excellent communication and interpersonal skills
 * Familiarity with customer support technologies and processes
 * Detail-oriented with a focus on continuous improvement
 * Ability to thrive in a fast-paced, dynamic environment
 * Proven experience in advanced customer support roles, preferably in FinTech
 * Strong analytical and problem-solving skills with critical and empathetic thinking
 * Ability to quickly learn and apply new processes and technologies
 * Demonstrated ability to lead cross-functional teams and drive collaborative problem-solving
 * Strong organizational skills and attention to detail, with the ability to manage multiple high-priority tasks

**Travel:**

This position may require semi-annual travel to BPO sites in Columbia,
Philippines, and India as needed.

**Schedule:**

Due to the nature of our 24/7 support availability, it may be necessary on
occasion to schedule/attend meetings during 2nd/3rd shift times to align with
shift leader schedules.

**Compensation:**

The salary range for this role is $85-105k.

The salary range displayed reflects an average base salary range for the
position across all the U.S. The base salary offered to an applicant could be
higher or lower based on each applicant's specific skill set, depth of
experience, relevant education or training, etc.

**Location:**

This position is classified as REMOTE **** within the United States of
America.

_We are unable to hire candidates located outside of the domestic U.S._

**Benefits: **

 * Market-leading medical, dental, and vision insurance 
 * Stock options
 * Free Premium-Tier Origin Financial Wellness subscription
 * Monthly home-office stipend
 * 401k (TransAmerica)
 * 12-weeks paid parental leave for birthing and non-birthing parents
 * Flexible time off + sick and safe time
 * 11 paid company holidays

**Working at Branch**

A remote-first company with employees located throughout the U.S., Branch
emphasizes transparency, accountability, and trust to create a collaborative
environment where our product, engineering, marketing, customer support,
customer success, and sales teams can all thrive together. Learn more about
what we do in this
[_video_](https://cdn.bfldr.com/CUTY2K5N/as/jrr3hk6csnwjhrx8phg6ppnj/The_Branch_Manifesto)!

Our collaborative spirit has helped us become an award-winning FinTech
company, with Branch’s innovation and workplace recognized across industries.
Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards,
FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY
Entrepreneur of the Year, Heartland, among others. 

Learn more about our culture, approach, technology, and people here:
<https://www.branchapp.com/about>



_Branch is an equal opportunity employer and we value diversity at our
company. We do not discriminate on the basis of race, religion, color,
national origin, gender, sexual orientation, age, marital status, veteran
status, or disability status._

_Must be currently authorized to work in the USA without sponsorship or
transfer._

_No third-parties, please._

__View how Branch collects your personal data__[ _
_here__](https://www.branchapp.com/legal/ccpa) _ _.__