Customer Experience Associate
About the Role
You will assist customers via email, chat, and phone, delivering accurate and friendly support. You will troubleshoot account, card, and transaction issues using internal systems and resources. You will identify and escalate complex cases to the appropriate teams, document interactions clearly in Zendesk, and contribute to the knowledge base and process improvements. You will collaborate with Operations, Product, and Compliance to flag recurring issues and propose solutions.
Requirements
- 3-5 years of experience in customer support customer success or CX ideally within fintech payments or financial services
- Excellent written and verbal communication skills
- Calm professional approach when dealing with sensitive or high-pressure situations
- Attention to detail and comfort navigating multiple systems and tools such as Zendesk Notion and Google Workspace
- Proactive mindset seeking to improve customer experience and team efficiency
- Genuine curiosity about fintech and financial inclusion
Responsibilities
- Assist customers via email chat and phone
- Troubleshoot account card and transaction issues using internal systems
- Identify and escalate complex cases to appropriate teams
- Document customer interactions clearly and consistently in Zendesk
- Collaborate with Operations Product and Compliance to flag recurring issues and propose solutions
- Contribute to knowledge base and process updates
- Represent company values of empathy clarity and trust in interactions
Benefits
- 95% coverage of Medical Dental and Vision premiums
- 401(k) with matching
- Equity for team members
- Flexible hybrid setup with a SoHo office for NYC-based teammates
- Unlimited PTO
- Monthly product testing budget
- Monthly wellness stipend
- One-time home office setup stipend
- Frequent company events team dinners and offsites