Offer summary

Qualifications:

2-3 years of experience in customer service or contact center operations., At least 2 years in a supervisory or leadership role., Strong understanding of digital servicing tools like chat, SMS, and email., Experience supporting financial products, especially loan servicing or digital collections, is a plus..

Key responsibilities:

Lead and coach customer support teams across multiple channels.

Monitor and improve key performance metrics such as NPS, CSAT, and contact rate.

Collaborate with cross-functional teams to support digital servicing strategies.

Drive process improvements to enhance efficiency and member satisfaction.

Job description

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a mission-driven fintech that puts its 2.0 million members' financial goals within reach. With intelligent borrowing, savings, and budgeting capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $16.6 billion in responsible and affordable credit, saved its members more than $2.4 billion in interest and fees, and helped its members save an average of more than $1,800 annually. Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.

WORKING AT OPORTUN

Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.

POSITION OVERVIEW

We are seeking a Senior Supervisor to lead and elevate performance across our Digital and Voice Customer Support Operations. Acting as a supervisor leader - level leader (between Supervisor and Manager), this role is responsible for operational efficiency, team development, and KPI-driven performance across multiple service channels including voice, SMS, web chat, and email.

This position will support our Set & Save area and end-to-end member journey, including loan applications, servicing, and collections. You will be a key player in driving performance, optimizing processes, and building a high-performing, engaged team across digital and traditional contact center operations.

RESPONSIBILITIES

Lead, mentor, and coach supervisors and frontline agents to achieve performance goals across all channels (voice, SMS, chat, email).
Manage and continuously improve key metrics such as AHT, NPS, CSAT, QA scores, contact rate, and service levels.
Monitor KPIs and business drivers, identifying trends and implementing action plans to optimize team performance.
Build and maintain operational scorecards and dashboards to provide visibility into performance and areas of opportunity.
Partner with Workforce Management to support accurate volume forecasting, staffing plans, and real-time operations decisions.
Drive operational excellence and process improvement initiatives focused on efficiency, quality, and member satisfaction.
Maintain high levels of engagement through active leadership, feedback, development plans, and team-building strategies.
Act as a cross-functional bridge with Product, Digital, and Collections teams to ensure strong support for the Set & Save platform and broader digital servicing strategy.
Support the successful execution of new processes, campaigns, and product initiatives aligned with business objectives.
Ensure compliance with internal policies, procedures, and regulatory requirements.

REQUIREMENTS

2-3 years of experience in customer service/contact center operations, including at least 2 years in a leadership role (Supervisor or above).
Proven track record of managing KPIs and operational metrics in a multichannel environment.
Strong understanding of digital servicing tools and support strategies (chat, SMS, email).
Experience supporting financial products or services is a strong plus, especially in loan servicing or digital collections.
Analytical mindset with the ability to turn data into actionable insights.
Excellent people management, coaching, and team-building skills.
Effective communication skills, both written and verbal.
Experience with scorecarding tools, CRM platforms, and QA systems.

Preferred Skills:

Bilingual (English/Spanish) preferred.
Familiarity with customer experience tools such as ServiceNow, Zendesk, or similar.
Experience working in a high-growth, technology-driven, or fintech environment.

#LI-REMOTE

#LI-VR1

We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

California applicants can find a copy of Oportun's CCPA Notice here: https://oportun.com/privacy/california-privacy-notice/.

We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).

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