Customer Support Analyst

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