Customer Experience Associate

1 month ago


Stanford, California, United States Earnin Full time
About Earnin

Earnin is a pioneering fintech company that empowers individuals with real-time financial flexibility. Our mission is to deliver innovative products that cater to the unique needs of those living paycheck to paycheck. With over 13 million app downloads and $15 billion in earnings accessed, we're committed to shaping the future of financial services.

The Role

We're seeking an empathetic and customer-obsessed individual to join our elite benchmark team as a Member Experience Associate. This role is instrumental in building the future of care at Earnin, focusing on delivering world-class customer experiences through effective operations and actionable insights.

Key Responsibilities
  • Resolve customer problems and complaints, recommending solutions and guiding customers through product features and functionalities.
  • Empower customers through empathetic service, ensuring they leave interactions with a positive experience.
  • Monitor, investigate, and research customer issues, identifying areas for improvement and opportunities.
  • Document insights, procedures, and processes, sharing with the team to drive continuous improvement.
  • Identify customer needs, helping them use specific features, understand products, and maximize success with Earnin's services.
  • Communicate new products and features to customers, ensuring seamless onboarding.
  • Follow up with customers until problems or issues are resolved.
What We're Looking For
  • 1+ years of experience in a customer experience-related role, with a direct impact on customer satisfaction.
  • Bachelor's degree or equivalent industry experience.
  • Excellent written and verbal communication skills, with the ability to motivate and influence others.
  • Demonstrated ability to foster collaboration, facilitate teamwork, and drive solution-oriented problem-solving.
  • Ability to effectively identify, prioritize, and handle multiple work streams in a dynamic environment.
  • Hands-on approach, with a willingness to execute and get hands dirty.
  • Tech-savviness and proficiency in multiple tools and software.
About Earnin

Earnin is an equal opportunity employer, committed to diversity and inclusion. We celebrate our diverse community and strive to create a culture of belonging. Our team represents a wide range of backgrounds, experiences, and perspectives, and we're dedicated to building a financial system that works for everyday people.



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