Full-Time Senior Manager, Support Training

Senior Manager, Support Training, Quality & Continuous Improvement | Acorns

The Senior Manager, Support Training, Quality & Continuous Improvement is responsible for agent training, quality assurance, and escalations, ensuring a high-quality support experience for Acorns customers.

Key Responsibilities:

• Develop and deliver engaging support training programs, equipping agents to become high-potential product experts.
• Enhance ongoing product training to ensure agents stay up-to-date as Acorns launches new products and features.
• Lead quality assurance (QA) initiatives, analyzing customer interactions to extract insights and drive performance improvements.
• Monitor customer satisfaction trends and implement targeted coaching and training to enhance service quality.
• Manage external feedback loop with support partners and internal stakeholders, and create business cases for product and customer experience improvements.
• Develop and deliver product and feature workflows, processes, and escalation paths for all support teams.
• Collaborate cross-functionally to support timely and effective resolution of customer escalations.
• Leverage insights to refine Customer Support Training & Knowledge, driving continuous improvement.
• Drive long-term strategy for training, QA, and continuous improvement refining success metrics and benchmarking against industry best practices.
• Establish and lead governance meetings and business reviews with partners, providing insights on training and quality performance.
• Serve as the primary liaison between product, engineering, and support teams to develop and deliver effective training for new products and processes, as well as provide evidentiary product feedback.
• Foster cross-functional collaboration with Acorns’ colleagues to enhance both support training initiatives and business-driven projects.
• Develop mentorship and assessment processes for the training and quality teams at our outsourced partners
• Analyze escalation trends, identifying opportunities for process improvements.
• Work with our partners to deliver meaningful changes in customer support quality through unique technology, tools, or techniques from the partners’ portfolios.
• Own long-term strategy discussions about best practices in the space, determining how we measure success in Training through metrics, as well as benchmarking new and more effective quality assurance metrics
• Build scalable, repeatable onboarding processes for BPO partners, ensuring continuous improvement in quality, training, and escalations.
• Partner with the Director of Support to explore new service delivery solutions, community support, and AI-driven automation.

What you will bring to Acorns:

• 8+ years of progressively responsible experience as a leader in customer support-oriented Training and/or Quality Assurance in the contact center industry, at or with large-scale BPOs
• 2+ years of people management experience
• Own strategic decision-making and effectively communicate direction to team members
• Excellent communication skills, with a bias towards a writing-focused culture, and a penchant for documentation and asynchronous work, along with strong analytical skills
• Demonstrated project management experience and working autonomously to deliver multi-phased projects
• Demonstrated experience motivating, supporting, and developing team members to meet performance expectations and build their careers
• Ability to align company vision and organizational goals with team execution
• Commitment to upholding policy and procedures per company standards
• Exceptional drive and precision in delivery
• A belief that your work is tied to your life's mission

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