Customer Support Analyst
Extend
💵 $50k-$65k
📍Remote - Worldwide
Please let Extend know you found this job on JobsCollider. Thanks! 🙏
Job highlights
Summary
Join Extend, a rapidly growing fintech startup, as a Customer Support Analyst! You will be the first point of contact for customers, providing exceptional support and collaborating with internal and external partners. This role requires strong communication and problem-solving skills, along with experience in customer service and the technology/banking space. You will manage customer queries, troubleshoot issues, and contribute to product improvement. Extend offers a competitive compensation package, including equity, unlimited vacation, 401k matching, flexible work options, comprehensive health coverage, and more. The anticipated salary is $50,000-$65,000.
Requirements
- A minimum of 2 years of experience working with customers in a similar role
- Clear and concise communication skills
- Excellent interpersonal skills
- Attention to detail, follow-up, and follow-through with teammates and customers
- Ability to pivot priorities and redirect focus based on workflow and business needs
- A passion for problem-solving and helping customers
- Prior experience with customer service platforms
- A positive, can-do attitude with an eagerness to learn and grow
- Quick learner who adapts well in a fast-moving environment and gets things done
- A curious nature; interested in understanding everything there is to know about our product, customers, and competitors
Responsibilities
- Become an expert at navigating the Extend app and understanding the customer experience and journey
- Be the frontline in assisting our customers by deciphering, investigating, and troubleshooting their issues
- Stay informed about product enhancements and functionality by participating in team calls, meetings, product updates, etc
- Manage a daily queue of incoming queries from start to resolution
- Provide exemplary customer support to end-users, bank partners, and internal teammates
- Support customers by identifying and resolving technical issues, as well as supporting educational and training needs
- Artfully balance customer urgency with competing priorities to deliver concise information and set expectations
- Deliver accurate and detailed documentation of issues to tech and product teams for follow-up and resolution
- Maintain accurate case data to maintain the integrity of reporting metrics
- Become a Subject Matter Expert in servicing our bank-specific platforms
- Lead internal communications regarding planned and unplanned outages and platform issues
- Attend customer calls to assist in troubleshooting, onboarding, and supporting education of the app and its features
- Highlight and action Voice of the Customer feedback with Product and Marketing teams
- Take on ad hoc projects related to the role and efficiency of the Support Team
Preferred Qualifications
- Knowledge of and experience in payment processing, banking, and/or Fintech
- Experience with Salesforce and Jira
- General understanding of APIs and SaaS applications
- General understanding of compliance and risk management
Benefits
- A competitive compensation package
- Equity for all–our success is your success
- Unlimited vacation–and we want you to use it
- 401K matching
- Flexible work options
- Comprehensive health coverage for you and your family, effective day one of employment
- Maternity and paternity leave benefits
- Reimbursement for gym memberships
- Professional development budget
- $5K referral bonus–bring your friends!
- Work with and learn from functional experts across disciplines
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