University Grad | Customer Experience Agent

Responsibilities

• Engage with customers via live calls, email, and chat.
• Diagnose issues across payments, cards, travel, accounting integrations, and related products.
• Manage customer escalations end-to-end across Risk, Engineering, Product, and Partnerships.
• Use Zendesk, internal tooling, Slack-based escalation workflows, AI-powered research tools, and proprietary tools such as Glass.
• Provide feedback on AI tools and help shape their development.
• Identify and fix process gaps, missing SOPs, and inaccurate knowledge-base content.
• Build automations and improve customer-support systems using AI.
• Communicate clearly and empathetically with financially sophisticated customers.

Requirements

• Systems-thinking approach to solving customer issues and preventing recurrence.
• Demonstrated, hands-on use of AI tools such as Claude, Notion AI, research tools, and workflow tools; this is required.
• Ability to balance speed, accuracy, and thoroughness.
• Ability to discuss technical system connections, including APIs, bank integrations, and accounting software.
• Strong prioritization and follow-through across multiple open issues and internal teams.
• Clear, concise written communication.
• Comfort handling customer interactions by phone.
• Demonstrated performance against CSAT, quality-assurance, and speed-of-service metrics.
• Ability to work a set 40-hour schedule between 7:00 AM and 11:00 PM ET, likely including one weekend day and rotating company-holiday coverage.

Nice-to-Haves

• Experience building workflows or automations with AI tools.
• Familiarity with accounting workflows such as AP/AR, general ledger, and reconciliation.
• Experience with ERP integrations, including NetSuite, QuickBooks, or Sage.
• Knowledge of payments infrastructure, including ACH, wire transfers, and card networks.
• Experience in a fast-moving product environment where customer experience must adapt quickly.

Compensation and Benefits

• NYC and San Francisco: $65,000–$70,000 annually.
• Other locations: $60,000–$65,000 annually.
• Flexible PTO, home-office equipment, health and wellness stipend, intra-office travel budget, and weekly coffee stipend.
• United States benefits include medical, dental, and vision coverage, One Medical membership, 401(k) with employer match, fertility HRA, parental leave, pet insurance, in-office perks, and relocation coverage to NYC or San Francisco.