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Customer Support Associate

3 months ago

San Francisco, United States Empower Finance, Inc. Full time

**Customer Support Associate (Remote)**

San Francisco / Operations / Full-time

The Customer Support Associate supports our customers by providing customer-focused assistance, handling customer inquiries on a daily basis, and helping with enhancing customer experience at Empower. You will work within the Customer Support team and collaborate with cross-functional teams. In addition, you will escalate leading trends and drivers and engage proactively with the team to help with improving the customer experience. + Work on the frontline of the business: support calls, chat, and emails from our users

+ Resolve a customer's issue with active listening and knowledge of our products and services

+ Collaborate with the team to resolve problems and deliver a top-notch customer experience by working on various customer support-related projects

+ Become knowledgeable of any pain points in Customer Support that our customers or team members are experiencing

+ Advocate for customers from within the organization and drive changes that can improve their experience

+ Proactively look for ways to improve our processes and the customer experience

**Requirements**

+ Motivated by Empowers mission and determined to create a seamless support experience for our customer base.

+ 1-2 years in a customer support role, preferably in the fintech industry

+ Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers while maintaining a high level of empathy

+ Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language

+ Familiarity with banking regulations and payment processes; compliance is a plus Ability to communicate cross-functionally and globally

+ Availability on some weekends and holidays when needed