Job Description

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family's future. Kids and teens learn to earn, save, spend wisely, and invest.
At Greenlight, we believe every child should have the opportunity to become financially healthy and happy. It's no small task, and that's why we leap out of bed every morning to come to work. Because creating a better, brighter future for the next generation depends on it.
We are seeking a Associate Manager, Customer Service to lead and support a team of Customer Service Specialists responsible for internal support tickets. This role plays a critical part in ensuring smooth account operations, customer verification, regulatory compliance, and overall case quality. The ideal candidate is a people focused leader who thrives in structured, process driven environments, has a strong eye for detail, and can balance operational execution with team development and performance management.
This role will report to the Senior Customer Service Associate Manager.
Who you are:

• A confident and supportive people leader with experience managing customer support or back office operations teams
• Highly organized with strong problem-solving and time management skills
• Accountable, adaptable, and able to lead by example
• Detail-oriented with a strong focus on accuracy and compliance
• Able to quickly learn and coach others on Greenlight's products, services, and policies

What you will be doing:

• Manage, coach, and support a team of Customer Support Back Office Specialists
• Conduct regular 1:1s, performance reviews, and ongoing feedback sessions
• Identify training needs and ensure team members are fully ramped on processes, tools, and policies
• Oversee daily back office operations, including ticket queues, account reviews, identity verification, and documentation checks
• Review escalated, complex, or fraud-related cases and ensure appropriate resolution
• Ensures operational clarity by regularly communicating goals, performance insights, and guidance that close knowledge gaps and maintain strong accountability.
• Monitor adherence to assigned shifts, breaks, and work segments; partner with WFM to address gaps and maintain intraday performance.
• Ensure all agents complete required training and stay current on product launches, process changes, and policy updates.
• Track and report on team performance metrics such as response time, resolution rate, accuracy, and quality scores
• Perform quality assurance reviews and provide actionable feedback
• Partner with leadership to address performance gaps and recognize top performers
• Identify trends, risks, and inefficiencies in workflows and propose process improvements
• Partner with Frontline and Back Office Managers to ensure consistent customer servicing standards and collaborate on cross-functional problem-solving
• Provide insights and feedback to improve internal tools, policies, and customer experience
• Maintain accurate documentation and reporting within internal systems

What you should bring:

• High School Diploma or equivalent
• Strong verbal and written English
• 8+ years of relevant customer support experience
• Ability to work independently and stay focused during repetitive tasks
• Exceptional customer service, active listening, and problem-solving skills
• Ability to multi-task across systems and maintain composure under pressure
• Proficiency with software, ideally CRM software, and strong typing skills
• Experience in customer service and financial services is preferred

Shift:

• Wednesday - Sunday 6:30 pm - 3:30 am IST local time
• This position will require overnights and weekends. The schedule may vary depending on business needs.
• Greenlight is telecommuter-friendly and does not require an in-office presence throughout the week.

Who we are:
It takes a special team to aim for a never-been-done-before mission like ours. We're looking for people who love working together because they know it makes us stronger, people who look to others and ask, "How can I help?" and then "How can we make this even better?" If you're ready to roll up your sleeves and help parents raise a financially smart generation, apply to join our team.
Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.
Greenlight is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reach out to your recruiter directly or email .
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Skills Required