Customer Support Specialist

4 weeks ago

New York, United States Useorigin Full time

**Customer Support Specialist**

at Origin Remote | US **Overview:**

Origin is a financial well-being platform that partners with innovative employers to keep employees happy, healthy, and on the road to financial success. We believe that protecting your assets, family and future shouldnt require a PhD in finance, so we built a company that puts financial management on auto pilot.

Origin makes it easy and affordable for companies to offer a suite of best-in-class financial tools including student loan repayment, 401k optimization, savings tools, and debt management. We are the only holistic financial benefit that provides financial planning to every employee, everywhere. No middle men. No confusing terms. Just simplicity.

Our team is led by repeat founders and is backed by leading VC firms like Founders Fund, Felicis and General Catalyst.

Our Customer Support Specialist will be on the frontlines as Origin's key advocate and liaison for top customers and users of Origin's leading edge Financial Wellness benefit platform and services. In this role, Your work will bring to life our mission of enabling every employee, everywhere to reach their life goals of owning a home, buying a car, or sending their kids to college.

As a critical member of Origin's Customer Success organization you will have a significant impact in charting our companys user service philosophy. You will have access to Origins Head of Customer Success and other key company stakeholders, and will work collaboratively to tackle user challenges head-on while building solutions to address questions, concerns and issues.

**What you'll do:**

* Engage with customers as their advocate to deliver concierge-level service and a consistent user experience above and beyond expectations whenever possible.

* Pro-actively Identify, analyze and resolve customer problems as they arise; manage escalation and resolution with internal stakeholders, including answering key questions, researching for resolution, solving problems and advising strategic user initiatives.

* Act as a primary resource and Origin product expert for customers and users by providing education, ongoing support and customer user marketing and promotion strategies for the Origin benefit, platform and services.

* Display ownership of customer relationships and participate in each situation presented from beginning to end to ensure the customers concern(s) are resolved and customer success is prioritized.

* Lead, shape and execute customer support initiatives, including knowledge base content development, product marketing and corporate user communications (in collaboration with internal Marketing and Product teams), cross team communications and regular reporting.

* Use your knowledge of the Origin suite of products, financial wellness / personal finance trends and ongoing customer feedback to participate as a key voice of the customer for product enhancements, customer systems or process updates, and business approaches.

* Deliver feedback on internal processes (including bug tracking and reporting) and product feature opportunities to drive efficiency, excellence and cross team collaboration for ongoing process improvements to the Origin Support and Customer Success organizations.

**Were excited for you to have:**

* Bachelors Degree or equivalent experience

* Customer Support, help desk or related experience within a SaaS based start-up environment preferred.

* Background, interest and/or experience in personal finance, FinTech or related industry strongly preferred.

* Commitment to excellence, bias for action, and exceptional attention to detail

* Strong communication skills with a focus on relationship building and teamwork

* Comfort in a fast-paced, start-up environment with an eye for building sustainable processes at scale and excitement to deliver a best-in-class customer support experience.

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