Description

We are seeking a customer-oriented individual to join our team as a Manager of Elite Customer Experience. In this role, your primary focus will be ensuring that our clients receive exceptional support and assistance when they have questions or encounter any issues with our suite of products. You will have the opportunity to showcase your intelligence, compassion, and empathy, even in challenging situations.

To excel in this position, you will need to have a deep understanding of our product and its intricacies. The financial system can be complex, and your ability to find efficient and elegant solutions to problems will be crucial.

What You’ll Do

• Provide white-glove treatment and world-class support/service.
• Provide prompt and knowledgeable responses to user inquiries via chat, email, and phone.
• Handle various user account requests, including application processing, card disputes, missing payments, card shipments, and more.
• Educate customers on how to effectively use our product, translating any confusion into valuable product suggestions.
• Identify and address systemic flaws that contribute to user problems.
• Collaborate with the engineering team to identify and resolve software bugs.
• Create helpful help articles and FAQs to assist users.
• Demonstrate independence, excellent time management, and organizational skills.
• Familiarize yourself with our internal tools and propose improvements to streamline processes.
• Implement efficient workflows and procedures to enhance your own productivity.
• Assist with customer-centric tasks.
• Cultivate and maintain positive relationships with our clients, ensuring their satisfaction.

What You Bring

• At least 8 years of experience in customer support for a Fintech, bank, credit card, or concierge company.
• Fluent in English.
• Demonstrated ability to consistently exercise empathy and understanding.
• Strong competence and confidence in resolving customer inquiries.
• Skill in identifying the underlying questions and concerns behind user queries.
• Well-organized with the ability to maintain a clean inbox.
• Ability to remain calm and composed while multitasking and managing multiple priorities.
• Resourcefulness and creativity when operating within constraints.
• Exhibit kindness and patience when faced with challenging situations.
• A passion for effective communication.
• Computer and technology savvy.
• You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.