Financial Product Operations - Customer Support

About the Role:

We’re looking for a team member that will help the Members App scale our world-class customer experience for our members. You will teach our customers about our Financial Products features and act as their advocate internally.

About the Team:

Financial Products Operations is a small team, so you will help shape the direction the product takes and impact the lives of more than 300,000 financial products users and nearly 2 million total members. Members' vision is to increase prosperity by delivering financial and work productivity tools that create more control, increase confidence, and maximize paychecks for every employee.

Here’s what you’ll do day-to-day:

• You will provide exceptional customer service by interacting with users via phone, email, app reviews, and/or chat to resolve their inquiries
• You will understand customer pain points and provide feature requests feedback to our internal teams through existing feedback channels
• You will help to gather as much input from customers on potential bugs and submit Jiras or tickets through partner’s systems
• You will build and maintain useful process and procedures documentation for use by our users, the Financial Products Operations team, and the Care team

Here’s what we're looking for:

• Customer Service: A minimum of 2 years in a phone/email/chat support position. You have strong experience communicating with our users and are passionate about advocating on behalf of our Gustomers and members. You can understand the root cause of customer issues and can resolve their issues in a timely manner.
• Systems Knowledge: You have used Salesforce previously and you are able to leverage this system to solve complex customer issues.
• Strong Communicator: You are a strong communicator and can break down complex concepts into concise and easy to understand comms to different audiences.
• Self Starter: You’re organized, a strong problem solver, and have a bias for action.
• Handles Stress Well: Strong conflict resolution skills and a personality that thrives in a fast paced environment and in ambiguity.
• Compassionate: You know how to make people smile no matter what the circumstances and can keep level-headed and professional.

Our cash compensation range for this role is $26.92/hr to $33.65/hr in Denver. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.