($25 per hour, plus equity, and benefits.) Customer Experience Associate - Remote, USA
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The following information can be found on the job posting:
The Role
At Wisetack, we’re 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.
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, including troubleshooting and technical support, 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
Must be willing to work weekends
Strong troubleshooting and technical support 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
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 internet connection
Bonus points
Fintech experience
Proficient in Zendesk, and other CRM tools such as Insightly
The hourly rate of this position is $25 an hour, plus equity, and benefits.
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