Customer Support Specialist
13 hours ago
Propel, Inc. is a mission-driven company that empowers low-income Americans by simplifying access to government benefits with modern technology. We're seeking a Customer Support Specialist to join our CX team in our Salt Lake City office. As a key member of our team, you will provide exceptional escalation support to our team at Ubiquity, our frontline support agents based in the Philippines and El Salvador.
Key Responsibilities:- Handle all escalated call support interactions from agents directly with customers
- Provide relevant and timely resolution to escalated customer concerns while conducting any necessary call follow-up
- Coach and support agents on customer interaction questions
- Track support interactions through the ZenDesk platform
- Identify agent trends for CX process improvement and implementation
- Create monthly reporting based on escalation trends, focus agents, and process improvements to CX Leadership
- Work closely with CX Project Coordinator to provide feedback on the rollout of new processes and products
- Customer first mindset
- Ability to engage with our customers in a sincere and meaningful way
- Ability to problem solve and think outside the box when offering solutions
- Experience with call center requirements, including Adherence, AHT and CSAT
- Desire to work with people who enjoy each other, laugh together and build an environment where all feel welcome and valued
- A people-first approach to management where we value CX's voices, support career development, and offer opportunities for career growth that interests you
- Meaningful work and a strong shared sense of mission
- 20 Days of PTO
- 4% 401K match
- $10k lifetime spend towards Carrot Fertility
- Excellent Medical, Dental and Vision options
- Free access to Ginger mental health, Gympass, Headspace, One Medical, Rightway, Sofi, and Spring Health
- Fair, equitable, and competitive salaries
We believe that Americans with limited income deserve modern, respectful, and effective experiences around their government benefits and money. Unfortunately, the status quo often fails to treat them as first-class citizens in their daily interactions around the social safety net and financial services. The tech industry hasn't pulled its weight in solving the problems faced by low-income Americans.
Propel's mission is to change that. We've built Providers, the single most popular app in the country built specifically for low-income Americans. Over 5 million families each month use Providers to seamlessly manage their government benefits (programs like SNAP, commonly known as food stamps), conduct their banking, and save and earn money. Providers has been recognized by the White House, featured on the front page of the NYTimes, and carries over 500,000 five star reviews.
We're a for-profit, venture-backed company that holds its social mission at its core. We're proud to be supported by a blend of nonprofits, impact investors, and world-class investors, including the Robin Hood Foundation, Andreessen Horowitz, Nyca Partners, Financial Health Network, JPMorganChase, Kevin Durant, Serena Williams, and Nas.
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