Social Support Analyst

About OnePay

OnePay is a consumer financial services app with an exceedingly simple mission: to help people achieve financial progress.

Tens of millions of Americans today are unbanked or underbanked, meaning they don’t have enough money in savings to cover a minor emergency. They pay too much in fees, don’t have access to credit at affordable rates, and have little ability to grow their wealth. OnePay’s vision is to create a single app for consumers to save, spend, borrow, and grow their money, bringing our mission to life with simple and accessible banking, credit, and payments products that deliver a best-in-class experience to millions of customers. Our products include:

• Checking and high-yield savings accounts

• Domestic and international peer-to-peer payments

• Credit Builder and credit score monitoring

• Digital wallet / contactless payment solutions

• Buy-now-pay-later installment loans at Walmart

Why do we have a right to win? We have the backing of Walmart (a Fortune 1) and Ribbit Capital (a preeminent fintech investor), are deeply embedded with the distribution of the world’s largest omnichannel retailer, and have an industry-leading multi-product value proposition — all in addition to having some of the best people and talent in the industry.

There’s never been a better time to build a category-defining business and there has rarely been a team better positioned for the opportunity. Join us!

Role

The Social Support Lead will support the Social Support Manager in leading, coaching, and developing a team of social servicing agents. You will be responsible for overseeing daily operations, ensuring KPIs are met, and maintaining a high standard of customer care across all social platforms. Acting as a bridge between frontline agents and the manager, you will help set performance expectations, resolve escalations, and foster a culture of continuous improvement.

Key Responsibilities

Team Leadership & Support

• Assist the Social Support Manager in leading and motivating the social support team to meet or exceed service KPIs.

• Oversee day-to-day workflows, ensuring timely and high-quality responses to customer queries and comments on social media.

• Provide on-the-floor support to agents, offering guidance, feedback, and solutions in real time.

• Conduct regular team huddles to align on priorities, updates, and best practices.
  

Performance & Quality Management

• Monitor agent performance against KPIs such as response time, resolution rate, customer satisfaction, and tone of voice adherence.

• Conduct quality checks on agent interactions, providing constructive feedback and coaching.

• Identify training needs and work with the manager to arrange skill-building sessions.

Escalation Handling

• Serve as the first point of contact for customer escalations, resolving issues quickly and professionally.

• Work with the Social Servicing Manager to escalate complex cases to other departments when necessary.

Collaboration & Process Improvement

• Partner with the Social Servicing Manager to develop and refine workflows, scripts, and servicing guidelines.

• Share insights from frontline interactions to help improve service processes and content strategies.

• Collaborate with cross-functional teams (Marketing, CX, Risk, etc.) to ensure consistent customer messaging.

Reporting & Analysis

• Assist in tracking and reporting on team performance, volume trends, and emerging service challenges.
  Provide input to the Social Servicing Manager on staffing needs, scheduling, and resource allocation.
  

You Bring

Essential

• Bachelor’s degree or equivalent professional experience.

• 3+ years’ experience in social media servicing or customer care, with at least 1 year in a leadership or senior agent role.

• Strong people management and coaching skills.

• Excellent problem-solving abilities and decision-making under pressure.
  Proficiency with social servicing and listening tools (e.g., Sprinklr, Brandwatch, Sprout Social).

• Strong written and verbal communication skills in English.
  Ability to multitask and prioritize in a fast-paced environment.

Preferred

• Experience in fintech, banking, or other high-growth customer-centric industries.

• Familiarity with escalation and crisis management in social channels.
  

What We Offer

• Competitive salary, stock options, and benefits from Day 1

• Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs

• Hybrid work model (Delhi office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays)

• Monthly transport and work-from-home allowances

• A high-growth, mission-driven, inclusive culture where your work has real impact

Standard Interview Process

• Initial Interview with Talent Partner

• Technical or Hiring Manager Interview

• Team Interview

• Executive Interview

• Offer!

Equal Employment Opportunity

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@onepay.com.