Partner Support Associate

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 Partner Support Associate to join our CX team in our Salt Lake City office! You’ll work in a hybrid work environment with a dog-friendly office. You’ll be expected to be in our SLC office two days a week. Your work schedule will be 7 am - 4 pm MST.

In this role, you’ll provide exceptional escalation support to our team at Ubiquity - our frontline support agents based in the Philippines and El Salvador. This second-tier support you will provide allows us to deliver the best user-centric experience to our Providers cardholders by resolving escalated concerns that our customers are facing as quickly and accurately as possible. We’re looking for someone who will approach every interaction with a positive and can-do attitude while prioritizing customer satisfaction with the product.

Propel is a for-profit software company that holds its social mission at its core. Our investors include Andreessen Horowitz, the Omidyar Network, Kevin Durant, Serena Williams, and Nas.

What we offer:

• A people-first approach to management where we value CX’s voices, support career development, and offer opportunities for career growth that interests you
• Meaningful work and a strong shared sense of mission
• 20 Days of PTO
• 4% 401K match
• $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
• Fair, equitable, and competitive salaries. 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 range for this position is $65,000 - $75,000, depending on experience. Equity and excellent benefits come with this position as well!

What you will do:

• Handle all escalated call support interactions from agents directly with customers
• Provide relevant and timely resolution to escalated customer concerns while conducting any necessary call follow-up
• Coach and support agents on customer interaction questions 
• Track support interactions through the ZenDesk platform
• Identify agent trends for CX process improvement and implementation
• Create monthly reporting based on escalation trends, focus agents, and process improvements to CX Leadership
• Work closely with CX Project Coordinator to provide feedback on the rollout of new processes and products. 
• Partner with peers, CX Leadership and Debit Ops team members to drive improvements

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!