Wisetack

Customer Experience Associate

  • Operations
  • Full-time
  • San Francisco, CA
  • Remote friendly

2021-04-06 23:20:28 UTC

Description

At Wisetack, we’re building financially-responsible consumer lending products that help service-based businesses thrive.

Founded in 2018 by a team of experienced fintech veterans whose prior experience includes PayPal, LinkedIn, Lending Club, and other leading companies, Wisetack is a well-funded early stage startup with strong early customer traction. We’re backed by leading VCs, including Greylock and Bain Capital Ventures, investors in Airbnb, LinkedIn, Instagram, Dropbox, and other leading companies. More ​About Us​.

The Role

At Wisetack, we’re committed to providing our customers with a high quality Customer Experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. Our customers are currently small and medium service-based businesses who rely on our point-of-sale financing product to help their businesses grow. Your goal is to make our customers successful, and you will work cross-functionally with product, growth, and engineering to solve problems and channel feedback in order to continuously improve the product experience.

What you’ll be doing:

  • Successfully resolve complex customer issues through the use of multiple support channels (email, phone, sms, and soon, chat)

  • Responsible for owning and staying up to date with ongoing issues

  • Manage and keep internal documentation up to date and accurate

  • Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends

    to share with product and engineering teams to improve the customer experience

  • A team player, who contributes ideas to improve processes

  • Work on various Customer Success initiatives & campaigns to encourage enablement

  • Handle customer escalations as needed

Requirements:

  • 1-2 years of experience working in a customer-facing role

  • Strong passion for helping solve user issues, with unwavering patience and empathy

  • Self-motivated & self-starting; independent, proactive, highly responsive, flexible, and

    adaptable

  • Ability to work extremely well under pressure in a fast-paced environment

  • Excellent verbal and written communication skills

  • Strong attention to detail

  • Analytical approach to navigating, investigating, and understanding how products work

  • Aptitude for learning new products, process, and systems

  • Strong technical troubleshooting skills, perseverance, and patience

Remote restrictions

  • Must be a resident of United States