Customer Support Associate II

Position Overview

A mission-driven fintech company seeks a Customer Support Associate to deliver quality financial solutions for individuals with complex needs and their caregivers. The role involves addressing inbound phone and email inquiries, providing professional, compassionate customer service, and assisting with important financial decisions.

Key Responsibilities

• Provide exceptional support to customers via phone, email, and live chat.
• Learn and embody the distinct communication style that sets this organization apart.
• Act as a detective and problem solver in helping individuals resolve unique financial issues.
• Assist individuals with distinct financial needs in navigating important life situations.
• Share customer feedback and experiences with the team.
• Proudly represent an organization known for its outstanding customer support.

Required Qualifications

• Strong communicator - A patient, kind, and empathetic listener who is also a skilled writer, eager to understand and assist customers effectively.
• Resilient - Energized by speaking with customers, often for the majority of the workday.
• Responsible and accountable - A punctual, trustworthy, and reliable professional who strives to provide the utmost customer support, fostering respectful and supportive relationships with both teammates and customers. A passionate advocate for helping others!
• Tech-savvy - Proficient in using a Mac computer, external monitors, and computer accessories to efficiently assist customers, with a strong internet connection suitable for remote work and capable of troubleshooting technical issues as needed.

Preferred Qualifications

• Ambitious learner - Excited to master new technology platforms, systems, and processes; open to feedback and dedicated to self-improvement. An optimist who maintains a positive attitude in the face of challenges.
• Experienced - Previous professional experience in hospitality or customer service, personal or professional experience with people with disabilities, seniors, or those in recovery is preferred.
• Special consideration will be given to applicants with weekend availability, Spanish language skills, experience in hospitality (e.g., restaurants, hotels), health care coordination, or managing live chats.

Benefits & Perks

• The environment is energetic, embodying the passion of a startup along with the professionalism of a financial services firm and the compassion of a mission-driven organization.
• With millions of potential customers in need of these services across the country, the opportunity to make a significant impact is immense.
• Customers express deep gratitude for the services provided, creating a rewarding atmosphere for associates.
• A commitment to treating one another with respect and dignity, with diversity, equity, and inclusion as core cultural values.
• Competitive wages, health, dental & vision coverage, paid parental leave, 12 paid holidays, a professional development budget, and a generous vacation package are offered.
• The team enjoys virtual connections for fun and camaraderie, with a flexible remote work setup available.