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Customer Experience Associate (Full-Time and Part-Time)

Remote, USA

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops).

Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And were backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, were a well-funded startup and have invested in people and technology while growing our partnerships responsibly.

Were also proud to have received recognition from the fintech world. Awards weve won include:

• 2023 Best Consumer Lending Programby Tearsheet
• 2023 Best Point of Sale Productby Fintech Breakthrough
• 2022 Best Consumer Lending Solutionby Finovate
• 2022 Best Emerging Lending Platformby Lendit (now Fintech Nexus)

But what youll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 forfinancial servicesand 36 forSaaS companies.)

As a result of our efforts in building this healthy company culture, weve been nominated to severalGreat Places to Worklists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, were in it for the long haul, and were looking for people willing to join our journey of building something special together.

This process starts with our company values, which guide us in everything we do and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

• Put customers first (theyre our raison dtre).
• Act fast (leverage our startup environment).
• Lead the way (show and tell).
• Take ownership (everyone is hands-on here).
• Be a good human (no egos, build financial products that do right by people).

The Opportunities

At Wisetack, were committed to providing our customers with a high-quality Customer Experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. Our customers are currently small and medium service-based businesses who rely on our point-of-sale financing product to help their businesses grow.

Wisetack is hiring for both full-time and part-time Customer Experience Associate positions.Your goal is to make our customers successful, and you will work cross-functionally with product, growth, and engineering to solve problems and channel feedback in order to continuously improve the product experience.

Responsibilities

• Successfully resolve complex customer issues through the use of multiple support channels (email, sms, chat), but mainly over the phone
• Responsible for owning and staying up to date with ongoing issues
• Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with product and engineering teams to improve the customer experience
• Work on various projects and initiatives to improve both the agent and customer experience
• Handle customer escalations as needed

Requirements

• 2+ years of experience working in a customer-facing role
• Strong troubleshooting skills
• Strong passion for helping solve user issues, with unwavering patience and empathy
• A team player who contributes ideas to improve processes
• Self-motivated & self-starting; independent, proactive, highly responsive, flexible, and adaptable
• Ability to work extremely well under pressure in a fast-paced environment
• Excellent verbal and written communication skills
• Ability to explain decisions and present information clearly, as it pertains to company policies
• Strong attention to detail, and highly organized
• Analytical approach to navigating, investigating, and understanding how products work
• Aptitude for learning new products, processes, and systems
• Stable and reliable internet connection

Bonus points

• Fintech experience
• Proficient in Zendesk, and other CRM tools such as Insightly

Full-Time Position – Additional Info:

• For the full-time position, we offer two shifts:
  • AM Shift: 6am to 3pm PSTOR
  • PM Shift: 8am to 5pm PST
• The hourly rate for this position is $25 per hour plus equity, andbenefits

Part-Time Position – Additional Info:

• For the part-time position, we have 5-hour shifts up to 30 hours per week
  • (6am-11am PST or 7am-12pm PST)
• This position accrues sick time per California law, but will not accrue PTO.
• There are no health benefits available for this role.
• The hourly rate for the position is $25 an hour.

Interview Process

• Application Review
• Recruiter Screen
• Take Home Assessment
• Hiring Manager Call
• Interview I
• Final Interview
• References
• Offer