Customer Support Associate
3 weeks ago
**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
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