Customer Experience Associate

Summary

Join Found's Customer Experience team as an Account Support Associate and make a meaningful contribution to a company that values its employees and customers. You will provide exceptional support to self-employed individuals using Found's tools. This role involves direct customer interaction via phone, email, and chat, maintaining internal documentation, and representing the customer's voice to internal teams. You will collaborate with other teams to improve processes and identify customer trends. The position requires 2+ years of customer-facing experience and excellent communication skills. Found offers a competitive salary and benefits package, including health insurance, paid parental leave, flexible vacation, and remote work options.

Requirements

• 2+ years experience in a customer-facing role, preferably supporting technology, finance, or mobile app products
• Experience with common customer support and communication platforms (e.g. Zendesk, Zendesk Talk/Messaging, Slack)
• 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
• A collaborative spirit and willingness to help improve the processes, tools, and systems used to support our customers

Responsibilities

• Support our customers via phone, email, and chat channels during Found’s business hours. This role will specifically work Monday through Friday, 9am to 5pm in a U.S. timezone
• Maintain internal documentation, including our wiki and macros, alongside your teammates, ensuring that the information we’re sharing with customers is up-to-date and accurate
• 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 and tools 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: We offer all employees access to tax-efficient benefit options alongside competitive base compensation
• Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave
• Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents
• Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working
• Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees
• Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy