Found is hiring a
Customer Experience Associate

Summary

The job description is for a Customer Experience Associate role at Found, a business bank account that automates taxes and expense tracking for self-employed individuals. The role involves supporting customers via phone, email, and social media during business hours, maintaining the customer-facing Help Center, representing the Voice of Customer to product, engineering, design, and business teams, identifying gaps in internal processes, and communicating trends in customer feedback and support interactions to the rest of the company.

Requirements

• 2+ years of experience providing outstanding customer support in a tech or startup environment
• Experience with common customer experience and analytics platforms (e.g. Zendesk, Notion, Delighted, FullStory, Amplitude)
• Comfort working remotely and experience working with distributed teams across different time zones
• Excellent written and verbal communication skills, with a focus on empathy and problem-solving
• An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams
• A self-starter mindset, able to prioritize and organize tasks across different workstreams

Responsibilities

• Support our customers via phone, email, and social media channels during Found’s support business hours
• Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all of the information they need before contacting support
• Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow
• Identify gaps in our internal processes on the CX team and help develop and implement improvements
• Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering

Preferred Qualifications

• First-hand experience as a freelancer, gig worker, side hustler, or any other kind of self-employment
• A basic understanding of banking, personal finance, and/or taxes

Benefits

• 401K, FSA, and Commuter Benefits
• Paid parental leave
• Health benefits
• Work anywhere
• Meaningful equity
• Flexible vacation policy