The ideal candidate is an energetic self-starter. You will be the face of an upcoming fintech company – you will own the customer relationship from the very beginning. You will interact with customers who are emailing, calling, and texting about product questions and account/transaction inquiries. It's important that you can work during Pacific U.S. time zone hours.
Come join a team of intelligent, fast-paced and mission-driven team!!
About the Position: Customer Support plays an indispensable role in our success as a company. You will be the voice of the company, helping our customers have a positive experience. You must be calm, caring, and compassionate, and have a strong sense of empathy in difficult situations.
What you’ll do:
Customer Experience is a core focus of our company. The CX specialist will also serve as a voice for our customers by helping our product and tech team design user-centered features and create a seamless user experience.
Responsibilities:
• Responding to customer inbounds via email and chat in a timebound manner.
• Scheduling and participating in phone calls with customers
• Providing product feedback to the management team
• Troubleshoot user problems
• Document technical issues and deviations from specifications
• Collaborate with the engineering and product management teams to help reproduce and resolve technical issues
• Helping inform our product roadmap and customer experience based on your customer interactions.
Who we are looking for:
Our ideal CX candidate will enjoy building relationships with customers. We are looking for someone who is self-sufficient, driven, and empathetic.
• 2+ years of experience working directly with customers in a support role.
• Great communication skills via phone, email, and chat
• Strong knowledge of customer service software and development tools including Zendesk, Jira, and Slack.
• Experience defining KPI’s and measuring support-related activities.
• It's important that you can work during Pacific U.S. time zone hours.
• Self-motivation and an attitude that gets things done
Required Skills