About This Role
As a founding member of the operations team, your primary responsibility is ensuring we prioritize and take care of our most valuable asset: our customers. You’ll be the first line of defense when it comes to customer inbound, giving you the unique opportunity to identify the precise financial solutions SMB owners need, transform their pain points into products, and personally guide them to success. Your expertise will be the lifeline for the pharmacy owner puzzling over cash flow at midnight and the auto dealer struggling to optimize their inventory financing during a busy sales week. By joining Affiniti, you're ensuring that the tens of millions of hard-working business owners in America never face financial uncertainty alone, providing them with the personalized guidance they've always deserved but never had in their corner.
$15,000 referral fee
About Affiniti, and who we look for:
Be Part Of The Affiniti Manifest Destiny
LOCATION
NYC
JOB TYPE
Full-Time
Fully In Person (beautiful office - a full floor in Flatiron)
TOTAL COMPENSATION
$120K to $165K + Equity
EXPERIENCE
1-7+ years
BENEFITS
- Competitive Salary & Equity
- Reimbursed Relocation To NYC (If Applicable)
- Free Lunch and Dinner (In Person Only)
- Paid Technology Equipment Set Up
- Health, Dental, and Vision Insurance Fully Paid (50% Dependents Coverage)
Key Responsibilities
- Build tooling and do whatever it takes to ensure customer response times are < 60 seconds.
- Over time, build the customer support software and team to ensure high-quality service. To start, you are the sole customer success leader.
- Build tooling and do whatever it takes to ensure our NPS score will be greater than 90, cross-sell is greater than 40%, and net revenue retention is always well over 100%.
- This includes implementing strategies to upsell and cross-sell fintech products (credit cards, software, business checking, etc.).
- Refining onboarding, engagement, and retention strategies to maximize customer lifetime value and reduce churn.
- Work closely with product and marketing teams to align customer feedback with product improvements, refine messaging, and develop campaigns that drive usage, adoption, and revenue.
- That said, these responsibilities are just the beginning! We encourage you to be an owner and contribute wherever you observe opportunities to grow our business that align with your skills and interests.
Qualifications
- Experience at an early stage hypergrowth startup.
- Experience in solutions, customer success, account management, or sales, preferably in fintech, SaaS, or financial services.
- Speak to customers over the phone, email, or chat whenever it is required - nights and weekends included.
- Demonstrated ability to drive revenue growth through upselling, cross-selling, and customer expansion strategies.
- Ability to analyze customer data, identify trends, and implement strategies to improve customer retention, engagement, and revenue.
- Strong ability to engage and build relationships with customers, resolve issues, and enhance the overall customer experience.
- A high ownership, do what it takes mentality, that doesn’t see a job as “just a job”