Data Scientist - Fully Remote

About Credit Key

Credit Key’s mission is to deliver a superior business payment experience at B2B point-of-purchase. Our core product allows B2B merchants to offer buy-now-pay-later financing at ecommerce checkout.

About the Role

Credit Key is seeking a Data Scientist Manager to join our rapidly expanding team. The Data Scientist Manager’s primary responsibilities are in credit and fraud risk management along with analytics for Product and Marketing teams. This is a ‘hands-on’ analytics role with the ability to drive significant results and key insights while leveraging our unique mix of credit, transaction, and payment data. The ideal candidate will be able to independently dig deep into the data to solve challenging and fast paced business problems while also helping to build a leading risk management infrastructure and strategy.

What you'll do

• Oversee all aspects of the internal and external Customer Support Experience and Credit Key brand
• Manage all KPI statistics
• Develop and streamline all standards of practice and procedures
• Perform weekly check-ins with team members to track performance and develop team rapport and retention
• Train, coach, and develop new and existing team members
• Proactively seek opportunities to build Credit Key’s value across client base
• Act as a key point of contact for onboarding new customer partnerships
• Deliver regular and ad hoc reporting as needed for key stakeholders
• Resolve escalated customer inquiries on a daily basis including but not limited to loan and payment related matters, technical issues, and other general questions via phone call, email, and chat
• Update customers’ account details including but not limited to phone numbers, emails, etc.
• Monitor and process compliance related escalations (KYC, collections, etc)
• Gather and evaluate evidence to resolve disputes by working with consumers and merchants
• Help identify trends and areas of improvement including agent coaching, quality monitoring and product features
• Collaborate cross-functionally with other Credit Key teams to analyze, assess and resolve complex customer issues
• Stay up to date on new product features and improvements
• Analyze and report product issues to our Engineering and Development teams
• Meet customer satisfaction, efficiency metrics and issue resolution targets
• Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements

What we look for

• 2+ years managing a team within customer support experience
• Expert knowledge within Zendesk
• Able to support business operating hours which may include working weekends and some holidays
• Live chat experience
• Excellent listening and problem-solving skills with keen attention to detail and organizational skills
• Ability to follow through on dynamic tasks that involve different aspects of the business and contending priorities
• Experience working with multiple stakeholders
• Experience in loan servicing or finance a plus

Benefits

Why you want to work with us

• Unlimited Vacation. We hire adults and treat them as such. We are committed to an output-oriented, not butt-in-seat culture.
• Competitive Compensation Package
• Great Healthcare Benefits
• 401k Match
• 100% Remote. Flexible Work Schedule & Location.
• Work From Home / Internet / Cell Phone Stipend.
• Supportive. Highly collaborative team environment.