Customer Care Associate

Responsibilities

• Respond to emails and live chats (goal is 200 tickets a day, depending on volume)
• Learn and be an expert in all the issues/situations our users need assistance with
• Be on the lookout for issues reported by customers and create Jira tickets for other departments to review/resolve
• Feel comfortable in escalating tickets as required and follow through to resolution
• Acknowledge all feedback given from management regarding QA, attitude, or performance reviews
• Escalation of all BBB threats, CFPB threats, FTC threats, legal matters and other high pressing issues to Management

Requirements

• High School Degree or Bachelor's Degree
• Experience working with Zendesk
• 2+ years of supporting customers through digital channels, including email and live chat
• Passion for helping people and providing incredible customer care
• Ability to work in a fast-paced work environment and thrive in ambiguity
• Can handle a large volume of email inquiries and solving customer questions in a timely manner
• Empathy and problem solving skills
• Ability to work independently while remaining highly collaborative with the broader team
• Efficient and clear communication skills to resolve difficult customer issues
• Strong ability to spot trends or problems and creatively find solutions
• Professional response to negative feedback or user interactions

Compensation

• Annual base salary: $50,000
• Medical, dental, and vision insurance
• Flexible PTO Policy
• 401k plan
• Paid Parental Leave
• Physical and mental wellbeing benefits including Wellhub and Headspace
• Monthly reimbursements for wifi and cell phone bills
• Annual reimbursement for Learning & Development
• Eligible for overtime hours