Work at a Portfolio Company

Servicing Operations Lead



San Francisco, CA, USA
Posted on Thursday, November 9, 2023

About Us:

At Parafin, our mission is to grow small businesses. Small businesses are the backbone of our economy, yet banks do not have their back. Parafin is a technology company that builds infrastructure which enables small businesses to get easy access to financial services via platforms they sell on.

Parafin's first product offers capital-as-a-service for online platforms. Parafin currently powers the capital programs of platforms ranging from Series B to post-IPO companies such as DoorDash, Amazon, and Worldpay. We are a tight-knit team of engineers and designers, coming from organizations such as Stripe, Square, Plaid, Coinbase, Robinhood, Affirm, Uber, and CERN, and are excited both about helping hundreds of thousands of small businesses grow and thrive, and building products that leaders at top companies have started to use every day.

We are backed by prominent venture capitalists such as Ribbit Capital, Thrive Capital, GIC, Index Ventures, Green Oaks Capital, and SV Angel.

About the Position

We are looking for a Servicing Operations Lead to help us scale operations and grow our capital products. You will be responsible for running and building best-in-class processes and leading a team of Operations Specialists for merchant servicing. You will become an expert on Parafin’s Capital product, digging deep into the details to solve problems, and being an on-the-ground operator to support day-to-day functions, from troubleshooting payment issues to data analysis to building documentation.

Are you an excellent and empathetic team leader who also enjoys driving impact with project work? This is a player-coach type role with a wide mandate and excellent cross-functional support from engineering, data science, and product.

What You’ll Be Doing:

Servicing Operations

  • Lead and manage the servicing operations team, ensuring efficient handling of cases and maximizing the dollars recovered by Parafin’s servicing operations team

  • Create opportunities for advancement and skill development for servicing ops team

  • Conduct performance evaluations, QAs, and provide coaching for servicing Ops members

  • Administer CRM Servicing queues to maximize system efficiency

  • Serve as the main point of contact for servicing-related inquiries, escalations, and complaints, resolving issues promptly

  • Continuously assess and improve workflows, adhere to SLAs, monitor and manage team KPIs

  • Evaluate department processes, performance, and systems to drive improvements.

  • Analyze data or collaborate with data science to recommend efficiency enhancements in the servicing process.

  • Monitor servicing case volumes and proactively identify staffing needs or changes that need to be made to optimize efficiency and maximize servicing performance

  • Manage recruiting efforts and coordinate training for new hires as the team grows

  • Build relationships and partner with the rest of the organization

What We’re Searching For:

  • 5+ years of work experience

  • 1-2 years minimum management experience

  • Experience working with engineers, data scientists, and cross-functional partners to drive improvements to servicing metrics

  • Excellent communication skills

  • Proactive mindset with a bias towards action

  • Strong quantitative / detail-oriented background

  • Thrive in an entrepreneurial environment

We Prefer If You Have:

  • Experience working in or leading a servicing team at a fintech or traditional financial institution

  • Strong understanding of, or desire to learn about a capital or lending product.

  • Strong understanding of payments

  • Excellent project management skills

  • Fluency in (or desire to learn) data analysis skills and tools, such as SQL / R / Python

What We Offer

  • Salary Range: $170k - $190k

  • Equity grant

  • Medical, dental & vision insurance

  • Unlimited PTO & work from home flexibility

  • Commuter benefit

  • Free lunches

  • Paid parental leave

  • 401(k)

  • Employee assistance program

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.