Customer Support Manager I NIGHT

About Cherry

Started in 2019, Cherry is an extremely fast growing FinTech that has built the simplest, fastest, and most inclusive Buy Now, Pay Later solution for medical practices such as dentists, medical aesthetics, veterinarians etc.

Cherry enables medical practices to treat more patients by making their services more financially accessible.

Cherry was founded and is led by Stanford entrepreneurs with a previous successful exit and backed by an all-star lineup of investors such as Kleiner Perkins, DCM and CapitalG.

About the Role

Cherry is looking for an exceptional, results-driven Overnight Customer Support Manager I to lead a team of 8 - 10 Overnight Customer Support Specialists and deliver a world-class customer experience.

We're seeking a hands-on leader with a proven track record of building and developing high-performing teams, driving operational excellence, and leveraging data to continuously improve the customer experience. You will own your team's performance, development, and results while ensuring every customer interaction reflects Cherry's commitment to exceptional service, quality, and compliance.

The best candidates go beyond managing day-to-day operations. They set high standards, inspire and develop exceptional talent, proactively solve problems, and foster a culture of accountability, continuous improvement, and customer obsession. They consistently deliver measurable results across customer satisfaction, service quality, productivity, and operational efficiency.

Responsibilities

• Own team performance: Lead 8 - 10 Overnight Customer Support Specialists and consistently deliver world-class customer experiences, customer satisfaction, productivity, quality, and operational excellence.

• Hire exceptional talent: Identify, hire, onboard, and develop high-performing Customer Support Specialists.

• Coach and develop: Build a high-performance culture through coaching, 1:1s, performance management, recognition, and accountability.

• Seek Truth Through Facts: Use data, performance trends, customer feedback, and frontline insights to identify root causes, make decisions, and drive results.

• Improve performance: Develop and execute strategies that materially improve individual and team customer satisfaction, service quality, productivity, and resolution rates.

• Own initiatives end to end: Identify opportunities, develop solutions, execute changes, and measure results to continuously improve the customer experience and operational efficiency.

• Operate compliantly: Ensure all customer interactions and support activities adhere to Cherry's policies, procedures, and applicable regulatory requirements.

• Be an Owner: Take accountability for outcomes, proactively solve problems, and continuously raise the bar for your team, the customer experience, and Cherry.

Qualifications

• Proven track record of consistently meeting or exceeding customer support performance goals, with a strong focus on delivering a world-class customer experience.

• 1+ years of experience in customer support, customer service, or customer experience operations, preferably in financial services, fintech, or a high-volume contact center environment.

• 1+ years of experience directly managing a team of Customer Support Specialists or equivalent frontline employees, preferably 8 or more.

• Proven ability to identify, hire, onboard, and develop high-performing customer support talent.

• Demonstrated ability to coach, motivate, and materially improve individual and team performance through consistent feedback, accountability, and development.

• Strong experience leveraging customer support data and KPIs, including Customer Satisfaction (CSAT), quality assurance, productivity, and service levels, to identify opportunities and drive measurable improvements.

• Experience owning projects or operational initiatives end to end, from identifying opportunities through execution, implementation, and measurement.

• Demonstrated ability to improve customer experiences, resolve complex escalations, and drive operational efficiency while maintaining high standards for service quality.

• Strong working knowledge of customer support processes, quality standards, compliance requirements, and operational controls.

• Strong ownership, judgment, communication, problem-solving, and decision-making skills, with a customer-first mindset.

• Flexibility to support evenings, weekends, and holidays based on business needs.

• High school diploma or GED required.

Schedule Requirements

This role supports Cherry’s overnight Customer Support Operations. Candidates must be available to work 12:00 AM - 9:00 AM ET under the following schedules:

• Monday - Friday

Compensation Package

• $135,000 annual base salary

• $20,000 annual target variable (bonus) compensation, for $155,000 total annual On Target Earnings

• Flexible time off plan

• Generous equity grant

• Medical, vision, and dental benefits

• Fully remote company

• Summer and winter company retreats

Cherry provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.