Senior Customer Support Associate

Responsibilities

• Resolve small business owners questions and requests regarding products via

multiple contact channels including inbound calls, outbound call follow-ups, emails, and/or chats

• Ensure customer requests are resolved efficiently and effectively while addressing the

customers stated and unstated short-term & long-term needs

• Leverage company's innovative technology solutions and systems to process customer’s

requests

• Meet or exceed performance expectations based on key performance indicators across

customer experience, effectiveness, efficiency, and other metrics

• Identify, resolve, and escalate risks and trends that may impact the customer experience
• Represent the voice of the customer by helping to provide product and customer experience

feedback along with recommended enhancements

• Be adaptable and flexible to support business needs, including short-term scheduling

adjustments

• Be a part of creating a fun and engaging culture
• Flexible working hours during the night shift (Current support hours align to 8AM to 8PM US

Eastern Time Zone)

Core Capabilities or Competencies

• You have a passion for helping people and you love making a difference in the lives of others
• You thrive in ambiguous and rapidly changing environments
• Able to clearly and concisely communicate verbally and in writing opportunities, challenges,

and resolutions to resolve customer contacts

• Learning things quickly and making swift decisions is nothing new for you
• When it comes to managing difficult conversations, you know how to strike the right balance

between listening, asking questions, displaying empathy, and driving toward optimal outcomes

• Problems are welcomed challenges and you enjoy helping others resolve issues and learning

new things

• You are one of the most technologically-savvy individuals in your network and you are known

for adapting rapidly to changing tools and capabilities

• You are excited about starting a career in a fintech company that obsesses about helping

Small Business Owners simplify their finances so they can get back to what matters most to

them

Required Experience and Education

• 4-8 years of Customer Support experience including client-facing experience via multiple

contact channels of phone, email, and chat

• US Phone Support experience
• US Banking and financial experience
• Strong experience with G-Suite
• Experience with Salesforce (or other email/chat tools), Slack are a huge plus
• Preferred Bachelor’s degree or equivalent