Customer Support Specialist

San Francisco, CA /
Operations /
Full-time
About SeedFi
 
SeedFi is a mission-driven startup dedicated to improving the financial well-being of the 100 million Americans who live paycheck to paycheck. Our mission is to help our customers realize their financial potential by providing responsible credit while helping them establish savings and improve their credit profiles

Unlike most startups in this space, which tweak existing products, we're re-imagining financial services from the ground up. Our goal is to leave our customers better off than when we found them.
 
About the role
 
We are looking for a passionate and driven Customer Support Specialist to help us drive and maintain exceptional customer service experience across all our call centers.

What you'll be doing

    • Analyze and solve escalated customer cases through understanding the drivers and underlying causes.
    • Be the subject matter expert in customer operations procedures and processes for our call center teams.
    • Learn and execute operations policies and procedures effectively, including customer onboarding, customer servicing, customer payment support programs, complaint handling, and our multi-channel interaction platforms (phone/SMS/emails/social media).
    • Assist in implementation of process improvements with our agents.
    • Collaborate with our call center teams to drive internal improvements.
    • Perform daily operational oversight.
    • Help our call center team align with our broader company and team goals through feedback, monitoring, reviewing, and training.

What we're looking for

    • 3+ years of experience in customer service and operations with a focus on coaching and development.
    • This role is non-technical.
    • Focused, self-driven, and ability to work independently as well as in a fast paced, virtual, and cross-functional team environment.
    • Strong interpersonal, communication, and collaborative skills.
    • Experienced and demonstrable expertise with technological tools (e.g. Zendesk, Front, Notion etc.)
    • Has a positive and professional attitude when dealing with complicated and stressful situations.
    • Comfort with change, this role is expected to grow and expand overtime.
    • Prior experience in contact center operations, high-growth or early stage startup, and the fintech industry preferred.

The Perks

    • Competitive compensation, equity, and benefits.
    • A focus on transparency. We have regular all-hands and Q&A panels where employees can chat openly with our co-founders about our roadmap.
    • Meaningful work that makes people's lives better.
    • An inclusive and collaborative work environment that encourages agency and self-development.

The Team

    • Our founding team has deep experience building and scaling fintech (and tech) companies from inception to profitable 1,000+ person businesses. Some of the companies we have helped build are: Oportun, Moat, and Prosper.
    • Our engineering team comes from Moat, Bloomberg, ZocDoc, CreditKarma, Chime, and other great companies.
    • We've raised $34 million of venture capital from some of Silicon Valley’s top venture capital and social impact funds including a16z, Flourish, and Core Innovation Capital.
Location

We have offices in San Francisco and New York.  We have started to reintegrate in-office time into our working routines with a long-term vision of creating a hybrid working environment that mixes in-office and remote time. Our goal is to utilize in-office time to effectively collaborate on complex projects and problems, build relationships across the organization, and engage in social activities.  We also want to embrace the efficiency and effectiveness we have experienced over the last year and a half in getting individual contributor work done remotely. Specific working routines may vary depending on your role.