Customer Support Specialist - Weekend

4 дн. назад

USARemote

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Provide attentive and knowledgeable customer support to users of 's fintech products, assisting with questions and account issues primarily on weekends.

Требования

Have 2+ years of experience in a Customer Experience / Customer Support role
Consistently exercise empathy
Always seek to answer the question behind the question
Understand how to translate complex terminology into clear, human user communication
Enjoy thinking about how to automate as much of your job as possible
Keep a clean, ordered inbox
Stay calm and collected while working on ten things at once
Feel confident talking with startup folks in person, over chat, or on the phone
Use creativity while working within difficult constraints
Show kindness in the face of unpleasantness (our customers generally are really great, but they can get passionate when it comes to their businesses)

Другое

is building a complete finance stack for startups. Since we launched in 2019, our customer base has grown to over 300,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.
As a member of our Customer Support team, you’ll make sure our users are charmed by warmth and competence when they have questions or needs that aren’t being met by our product. You’ll radiate intelligence while exercising your best human qualities, like compassion and empathy, even in the face of frustration. 
You’ll need to understand how our product works in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn’t always easy, but if you’re good at your job, our users will never know it.
* is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Answer user questions over chat, email, and phone
Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more
Teach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestions
Identify the systemic flaws that lead to user problems
Work with our engineering team to find and squash bugs
Communicate our users' needs to our partner banks and work with them to improve their products and processes
Write help articles and FAQs
Learn our internal tools and figure out how to improve them
Put in place processes to make your job more efficient
Help with other compliance and customer tasks
Create and sustain warm relationships with our users
Help build out the customer support and ops infrastructure at
Have experience working in retail branch banking 
Are passionate about uncovering customer needs 
Enjoy solving customer problems and proactively offering solutions to unmet needs
Required: to work at least one weekend day per 5 day shift! 
Schedule options: 
Sunday - Thursday
Tuesday - Saturday
Or, if your ideal working time consists of both Saturday and Sunday, we can accommodate that, too! 
Your working schedule will be fixed - this is long-term commitment, not a rotating shift
values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
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Total Rewards The total rewards package at includes base salary, equity (stock options/RSUs), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following :