Customer Experience Associate
About the Role
You will be the primary voice for customers, assisting them via email, chat, and phone to resolve account, card, and transaction issues. You will troubleshoot problems using internal systems, document interactions in Zendesk, escalate complex cases, and collaborate with Operations, Product, and Compliance to improve processes and support documentation.
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 in sensitive or high-pressure situations
- Attention to detail and comfort navigating multiple systems and tools such as Zendesk Notion and Google Workspace
- Proactive mindset to improve customer experience and team efficiency
- Genuine curiosity about fintech financial inclusion and global money movement
Responsibilities
- Assist customers via email chat and phone
- Troubleshoot account card and transaction issues using internal systems
- Identify and escalate complex cases to the CX Team Lead or relevant teams
- Document customer interactions clearly and consistently in Zendesk
- Collaborate with Operations Product and Compliance to flag recurring issues and propose solutions
- Contribute to the knowledge base and update support processes
- Represent company values of empathy clarity and trust in every interaction
Benefits
- 95% coverage of Medical Dental and Vision premiums
- 401(k) with matching
- Equity for all team members
- Flexible hybrid setup with a SoHo office for NYC-based teammates
- Unlimited PTO
- Monthly product budget to test company cards and features
- Monthly wellness stipend for fitness therapy or related expenses
- One-time home office setup stipend
- Frequent company events team dinners and offsites