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 support to our customers via phone, email, and live chat, resolving unique financial issues and navigating important life situations with empathy and patience. This remote position offers flexible 8-hour workdays, five days a week, with options for different schedules. You will be a key player in helping our customers, representing our company's commitment to top-notch customer support. We are seeking a strong communicator with a high degree of personal responsibility and a passion for helping people. If you value helping others and possess excellent communication skills, this could be the perfect opportunity for you.

Requirements

• Be 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
• Be energized by the opportunity to speak with customers over the phone, often for the majority of your day
• Be a punctual, trustworthy, and reliable professional who goes above and beyond to provide the best possible customer support
• Be eager to work on a team and create respectful, supportive relationships with teammates and customers
• Have an absolute love for helping people!
• Have 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
• Be excited to learn and navigate new tech platforms, systems, and processes; be interested in learning from feedback and dedicated to improving your skills
• Maintain a positive attitude when faced with a challenge or problem
• Understand how to use a Mac computer, external monitors, and computer accessories to efficiently help our customers
• Have a strong internet connection that can support working from home, and know 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

• Have weekend availability
• Have Spanish language skills
• Have experience working in hospitality, such as restaurants, hotels, or a similar business
• Have experience working as a health care coordinator or similar role
• Have experience managing live chats in a previous role, often multiple chat instances at the same time

Benefits

• Competitive wages
• Health, dental & vision coverage
• Paid parental leave
• 12 paid holidays
• Professional development budget
• Vacation package
• Remote work