Customer Support Associate II

Summary

Join our mission-driven fintech company as a Customer Support Associate and become an integral part of our team. You will provide exceptional customer service via phone, email, and live chat, assisting cardholders and administrators with their financial needs. This remote position requires strong communication, empathy, and problem-solving skills. You will work 8-hour days, five days a week, within flexible scheduling options. The ideal candidate possesses prior customer service experience and is comfortable using technology. We offer competitive wages and a supportive work environment.

Requirements

• Strong communicator - A patient, kind, and empathetic listener and a skilled writer who is eager to understand where people are coming from and help them as much as possible
• Resilient - Energized by the opportunity to speak with customers over the phone, often for the majority of your day
• High degree of personal responsibility and ownership in helping customers - A punctual, trustworthy, and reliable professional who goes above and beyond to provide the best possible customer support. Eager to work on a team and create respectful, supportive relationships with teammates and customers. An absolute love for helping people!
• Previous professional experience working in hospitality or customer service, and/or personal or professional experience working with people with disabilities, vulnerable older adults, or people in recovery from addiction
• Ambitious and oriented to learning - Excited to learn and navigate new tech platforms, systems, and processes; interested in learning from feedback and dedicated to improving your skills. An optimist who maintains a positive attitude when faced with a challenge or problem
• Familiar with technology - Understands how to use a Mac computer, external monitors, and computer accessories to efficiently help our customers. Has a strong internet connection that can support working from home, and knows how to troubleshoot internet and/or technical issues if needed

Responsibilities

• Provide exceptional support to our customers via phone, email, and live chat
• Learn and embody the “True Link Voice” - our unique way of communicating with customers
• Be a detective and a problem solver who helps people resolve unique financial issues
• Help individuals with unique financial needs navigate important life situations
• Share customer feedback and experiences with the team
• Proudly represent our company, which is known for providing top-notch customer support

Preferred Qualifications

• Applicants who have Spanish language skills
• Experience working in hospitality, such as restaurants, hotels, or a similar business
• Experience working as a health care coordinator or similar role
• Experience managing live chats in a previous role, often multiple chat instances at the same time
• Experience helping customers with troubleshooting technical issues for both Mac and Windows based computers

Benefits

• Health, dental & vision coverage
• Paid parental leave
• 12 paid holidays
• Your very own professional development budget
• An awesome vacation package