Job Description
Customer Support Associate
(Remote)
SAN FRANCISCO /
OPERATIONS /
FULL-TIME
Empower is a fast-growing fintech based in San Francisco. We’re reimagining the modern-day banking experience to empower young professionals to earn more and crush their financial goals. That mission takes creativity, passion, and drive. Are you in?
The Customer Support Associate supports our customers by providing customer-focused assistance, handling customer inquiries on a daily basis, and helping with enhancing customer experience at Empower. You will work within the Customer Support team and collaborate with cross-functional teams. In addition, you will escalate leading trends and drivers and engage proactively with the team to help with improving the customer experience.
You will
- Work on the frontline of the business: support calls, chat, and emails from our users
- Resolve a customer’s issue with active listening and knowledge of our products and services
- Collaborate with the team to resolve problems and deliver a top-notch customer experience by working on various customer support-related projects
- Become knowledgeable of any pain points in Customer Support that our customers or team members are experiencing
- Advocate for customers from within the organization and drive changes that can improve their experience
- Proactively look for ways to improve our processes and the customer experience
Requirements
- Motivated by Empower’s mission and determined to create a seamless support experience for our customer base.
- 1-2 years in a customer support role, preferably in the fintech industry
- Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers while maintaining a high level of empathy
- Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language
- Familiarity with banking regulations and payment processes; compliance is a plus Ability to communicate cross-functionally and globally
- Availability on some weekends and holidays when needed