About Us
Functional Finance is a growing fintech startup on a mission to revolutionize financial operations for tech-forward insurance companies. We provide a financial operations software platform that serves as an API-driven embedded solution. Our platform helps insurance operators automate and own all aspects of money flow, from checkout and financing through payables and refunds.
Functional Finance was created by a team with deep industry expertise, inspired by the challenges CEO Rashmi Melgiri faced in her previous role as co-founder of CoverWallet. We're passionate about building innovative solutions that empower insurance companies to streamline their operations and improve efficiency.
Overview
Functional Finance is seeking a Customer Success Lead to oversee our customer support functions and play a critical role in ensuring an exceptional experience for our clients. This role will be instrumental in building scalable support processes, training materials, and fostering a client-first culture within the team. This is an exciting opportunity to shape the department, have a meaningful impact on customer satisfaction and help our business continue to grow and scale.
Key Responsibilities
- Provide direction, support and performance oversight for the Customer Success team under direction of CCO
- Develop and maintain client-facing training materials and keep regular documentation; identify training gaps and create supplemental training materials accordingly
- Lead initiatives to bring AI-powered tools and automation to the team to efficiently resolve customer inquiries and streamline support processes
- Serve as the primary point of contact for all client inquiries and lead regular client touchpoints, ensuring consistent and proactive communication
- Support client reporting needs by generating or guiding appropriate data delivery
- Create and maintain standard operating procedures (SOPs) for the Customer Success Team operational functions
- Escalate client-reported issues within the platform and collaborate with internal teams (eg. product operations and engineering team) until the issue is resolved
- Strategic leadership with internal teams to implement process and platform improvements with the goal to enhance efficiency, effectiveness and client experience
- Actively advocate and represent client needs with internal partners and stakeholders
Qualifications & Skills
- 3–5 years of experience in Customer Success, Client Support, or a related client-facing role
- Property and Casualty Insurance industry experience a must
- Proven experience leading or mentoring a customer-facing team
- Strong interpersonal and communication skills with a client-centric mindset
- Experience working cross-functionally, particularly with engineering or technical teams
- Ability to manage and prioritize multiple projects and responsibilities
- Familiarity with documentation tools like CODA or similar platforms
- Personable and detail-oriented, with a commitment to process excellence
Compensation & Benefits
- Estimated compensation range $90,000-$100,000. Actual compensation may vary based on applicant’s education, experience, skills and abilities, internal equity, alignment with market data, and possibly applicant’s geographic location
- Stock Option grant, subject to Board approval
- Comprehensive benefits package
- Unlimited vacation, plus federal holidays
How We Support Our Colleagues
- Twice a year in-person company offsite
- We encourage a diverse workforce
- Agile, inclusive environment that allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Functional Finance
- An innovative, diverse work environment where all colleagues feel empowered to be their authentic selves
Our Workplace
At Functional Finance, we foster a workplace where everyone feels valued, respected, and empowered to contribute their best work. We are a fully remote U.S. based workforce, to allow you to do your best work where you do your best work.
We're an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or veteran status.
To be eligible for this position, you must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
Join us at Functional Finance and be part of a diverse and inclusive team.
Email us to apply
- Email careers@functionalfi.com.
- Attach a PDF resume to the email.
- Include the job title you are applying for in the subject line.
