Customer Experience Associate

Customer Experience Associate

Remote, USA

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.