Customer Experience Agent

Propel is on a mission to empower low-income Americans by simplifying access to government benefits with modern technology. All of our users deserve first-class experiences in their daily interactions with the social safety net and financial services. We're a passionate team of 100 Propellers - all working to help our users get through the month, every month.

We’re hiring a Customer Experience Agent to join our CX team in our Salt Lake City office! You’ll work in a hybrid work environment with a dog-friendly office. Your set work schedule will be between 7:00 am and 6:00 pm MST, depending on need.

In this role, you’ll provide exceptional support to our debit card's customers through voice and email interactions, ensuring an incredible customer experience for all of our users. 

Propel is a for-profit software company that holds its social mission at its core. Our investors include Andreessen Horowitz, Nyca Partners, Kleiner Perkins, Flourish Ventures, Kevin Durant, Serena Williams, and Nas.

We are strongly committed to hiring a diverse and multicultural team. We encourage applications from traditionally underrepresented backgrounds, including those with direct experience with the Supplemental Nutrition Assistance Program.

We offer:

• Immediate opportunity to make an impact on our team, product, and business
• An opportunity to work on a product used by millions of people
• A get-stuff-done and fun and caring culture
• Meaningful work and a strong shared sense of mission
• A comfortable office in Salt Lake City
• 20 Days of PTO
• $10k lifetime spend towards Carrot Fertility
• Excellent Medical, Dental and Vision options
• Free access to Ginger mental health, Gympass, Headspace, One Medical, Rightway, Sofi, and Spring Health
• Propel believes that everyone should be compensated fairly and equitably. We set our salary ranges using compensation data from hundreds of NYC based startups at our stage. Additionally, pay is not determined based on location. The salary for this position is $27.50/hour. Equity and excellent benefits come with this position as well!

The responsibilities of the role include:

• Support Providers card customers through voice and email interactions
• Provide relevant and timely solutions to customer concerns
• Assist customers with disputing transactions or reporting fraudulent activity
• Track each interaction through the ZenDesk platform

What you have:

• Customer first mindset 
• Ability to engage with our customers in a sincere and meaningful way
• Ability to problem solve and think outside the box when offering solutions
• Experience with call center requirements, including Adherence, AHT and CSAT
• Desire to work with people who enjoy each other, laugh together and build an environment where all feel welcome and valued
• Preference will be given to those with - 
• Strong understanding of debit cards and banking services 
• Knowledge of Disputes and/or Risk

Additional Considerations:

• We are committed to building a diverse and inclusive team, and welcome applicants from all backgrounds and abilities.

More About Propel

We believe that Americans with limited income deserve modern, respectful, and effective experiences around their government benefits and money. Unfortunately, the status quo often fails to treat them as first-class citizens in their daily interactions around the social safety net and financial services. The tech industry hasn’t pulled its weight in solving the problems faced by low-income Americans.

Propel’s mission is to change that. We’ve built Providers, the single most popular app in the country built specifically for low-income Americans. Over 5 million families each month use Providers to seamlessly manage their government benefits (programs like SNAP, commonly known as food stamps), conduct their banking, and save and earn money. Providers has been recognized by the White House, featured on the front page of the NYTimes, and carries over 500,000 five star reviews. 

Propel is a for-profit, venture-backed company that holds its social mission at its core. We’re proud to be supported by a blend of nonprofits, impact investors, and world-class investors, including the Robin Hood Foundation, Andreessen Horowitz, Nyca Partners, Financial Health Network, JPMorganChase, Kevin Durant, Serena Williams, and Nas.

Join us, and let's build something amazing together!