Job Description
Senior 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 Sr. Customer Support Associate leads the management and resolution of escalated issues and helps to improve the overall customer experience at Empower. You will work within the Customer Support team and collaborate with cross-functional teams. In addition, you will monitor leading trends and drivers and engage proactively with the team and our customers before an escalation occurs.
You will
- Be the go-to person for escalations from the team
- Manage escalations and coordinate resolutions with the Customer Support manager and cross-functional teams
- 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
- Continuously add value through effective project management, ruthless prioritization, and efficient execution
Requirements
- Motivated by Empower’s mission and determined to create a seamless support experience for our customer base.
- 2-4 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 with 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