APPLY NOW!
Job title: Remote Customer Support Representative
Company: Wagestream
Job description: Job Description:
Please note this is a full time role Friday – Tuesday (inclusive) on a fixed-hour shift-basis – please scroll to the bottom to see the shifts for this position.?
Our Mission
Wagestream is the global leader in Earned Wage Access (EWA). We provide an income streaming solution for employers to give employees instant access to their earnings, and prevent them ever having to go into debt between pay cycles.
Our mission is to provide fair financial services to all and our technology has started to create a whole new category; the workplace bank.
We were founded for a social purpose to reduce the poverty premium. We believe the monthly pay cycle is fundamentally broken and unfair to employees, and that we can fix it. We know financial services are better served through the employer, and have built a set of tools [track, stream, save, learn], that boost the financial resilience of a workforce and have a measurable and proven impact on employee retention and productivity.
We love our clients and do everything we can to support them. We already help 600,000 employees worldwide access their income when they need it, across some of the largest organisations in the UK, Spain, Australia and USA including the The White Company, The Co-Op, The NHS, Bupa, and Rentokil.
About Member Success (Customer Support)
The Member Success team is responsible for rolling out the red carpet when employees utilize Wagestream to access their wages; from their first login through their entire end-user experience. Our team sits in the heart of Wagestream, supporting and maintaining relationships with Wagestream clients and their colleagues.
Working together with our Commercial and Engineering teams, we deliver exceptional service for our clients in the pursuit of bringing Wagestream to as many employees as possible.
No two days are the same and we like it that way!
Customer Support Representatives are responsible for:
- Communicating effectively and promptly with a variety of customers: specifically must be able to provide a clear understanding of technical issues/steps to resolve.
- Maintaining a positive and empathetic attitude toward customers at all times.
- Knowing our product inside and out so that you can expertly answer customer inquiries.
- Demonstrating keen problem-solving skills, the ability to think on your feet, and taking initiative.
- Handling technical escalations, reproducing issues, and working with engineering to achieve resolution as required.
- Help develop, standardize, and implement best practices and standard operating procedures.
- Analyse ticket data in Intercom to understand top contact drivers, spikes in volume, and trends
- Identifying new and providing feedback on self service articles.
- Working closely with the team, management, as well as cross-functionally with other departments to ensure we create and deliver effective, efficient, and meaningful support experiences for our customers.
- Other duties as necessary.
Requirements:
You would be great for this role if you:
(But if you’re close & passionate about working at Wagestream… that’s still a conversation we would like to have!)
- have completed High school or higher.
- Fluent in English speaking and writing as well.
- previous experience in customer support (i.e. hospitality, guest services, etc.)
- are an effective writer and can clearly communicate with others.
- have an interest in FinTech.
- can maintain focus in a rapidly growing and changing start-up environment.
- razor-sharp time-management skills.
- have exceptional listening skills to be able to understand, empathize and resolve issues.
- are proficient in MS Office (Excel/Word/PP).
- have a positive attitude and enjoy helping/teaching others.
- want to be a part of something great!
Bonus points if you have:
- used a customer support software in the past (i.e. Intercom, Zendesk, Salesforce, familiarity with CRM systems (Intercom/Zendesk/Salesforce/Help Scout) and practices as well as online community management tools.
- basic HTML, CSS and/or Javascript experience
- Financial technology or banking experience.
Benefits:
You would be joining our completely remote and flexible team of customer support representatives; making connections around the world!
- Welcome you as a part of the team that is changing the way people are paid, forever.
- Embrace you within our culture of trust and autonomy
- Encourage you to have impact in a growing business with big plans
- Provide you with all the tools you need to complete the job successfully – from equipment & training, to onboarding and support.
- We’re a Remote First business – work from your home office or our Saratoga office – you choose!
- Help you manage a busy lifestyle with flexible working opportunities
- Each country we work in has a slightly different, but highly competitive, benefits package, you can find an overview on our careers page, or please just ask us!
- Our US positions always offer individual premium health coverage with no per-paycheck employee contributions! Just your visit co-pays!
- 2 weeks PTO starting day 1; no need to accrue.
Shift Pattern:
This position is a shift-work based Full Time position, fully remote set-up is available.
Starting hours will be Friday – Tuesday (inclusive) 13:00-21:00 PST.
This is subject to change depending on our member support needs as directed by your manager
Salary:
We will be paying $14 per hour for this role to start.
You must live in NY for tax purposes.
Expected salary: $14 per hour
Location: New York City, NY
Job date: Wed, 28 Jul 2021 23:42:12 GMT
APPLY NOW!
[ad_2]