Seasonal Customer Support Specialist, YNAB
Temporary, Part-Time
Salary not provided
$18 USD per hour
Entry and Junior level
Remote from US
More information about location
Paid app, free classes and personalised support for financial education
Job no longer available
Paid app, free classes and personalised support for financial education
101-200 employees
FintechB2CLifestylePersonal healthEducationPersonal financeMental healthFinancial ServicesSaaSSocial Impact
Job no longer available
Salary not provided
$18 USD per hour
Entry and Junior level
Remote from US
More information about location
101-200 employees
FintechB2CLifestylePersonal healthEducationPersonal financeMental healthFinancial ServicesSaaSSocial Impact
Company mission
To help people get good with money, so they never have to worry about money again. Join us!
Role
Who you are
- Willingness to use and learn YNAB
- Excellent written English
- You're available to work our required schedule: A total of 23-30 hours per week, beginning November 6, 2023 and ending mid-February 2024. Your weekly hours will be split across 4-8 hour shifts for 4-5 days per week, and each week you'll need to work a Saturday or Sunday
- Can commit to a set schedule of 4-5 work days per week (including at least one Saturday or Sunday) for a total of between 23-30 hours per week (with shifts between 4 and 8 hours)
- Have a reliable laptop or computer you can use for YNAB work (a tablet or Chromebook won’t quite cut it for some of the programs we use)
- Are a productive and independent self-manager who can meet the performance expectations set by your manager
- Are considered an excellent communicator in written English
- Are digitally fluent, which means you’re comfortable learning and navigating multiple programs at once and applying your curiosity to learn new systems and troubleshoot technical issues
- Can embody YNAB’s values in your interactions with customers and your teammates—and understand that every support response is an expression of the YNAB culture and brand
- Value excellence and continuous improvement—at the same time
- Are curious and enjoy trying things you haven’t done before
- Can tactfully deliver difficult news and get a thank you for it (you’re that good!)
- Aren’t afraid to ask questions and come to every one-on-one with your manager with topics to discuss
- Love brightening someone’s day!
What the job involves
- Today, you’re scheduled for a five hour shift. You know that about 75% of your day will be invested in delighting customers and about 25% will be invested in personal growth and team connection
- Before you jump into what we call the 'queue' to respond to YNABers, you start by checking for updates. Any announcements or changes? Any sweet emojis to lay down in celebration of a teammate's success?
- Once you're caught up, you close Slack to minimize distractions and head into the queue. You set yourself to Available and get routed conversations one by one. Some are chats with YNABers, and others emails. Some are live, some asynchronous. Some are new and some are ongoing conversations. You reply with care to each one, or you pass it along to experts. When a question is complicated or you feel unsure, you know a knowledgeable team is there to support you
- As you work in the queue, you drink plenty of water and take breaks. After your first stretch break, you begin to see replies from folks you wrote to earlier in your shift. You chat live with them and wrap up conversations with open issues. As you go, you get lots of thanks from YNABers whose lives you're impacting for the better
- Outside of the queue, you research our knowledge base and marketing website to level up your learning. You talk about what you discovered during an impromptu hangout with teammates. And, you share recent vacation pics! (So fun!)
- Today you also have your weekly one-on-one meeting with your manager. You hop on a video call with her and can't wait to talk about a new podcast you're obsessed with! After catching up, you check in on your goals and get coaching on tricky conversations
- Before you know it your work day is over! You say goodbye to your team in Slack, change your Slack status, and do some quick planning for tomorrow. Satisfied, you close your laptop and move on with the rest of your day
- Exceed expectations even when your answer isn't what the customer was hoping for. Artfully blend directness and friendliness in one sentence
- Speed of response is important. Balance speed with accuracy and giving a personalized experience every time
- Self-manage well, knowing your contributions impact the whole team. Continually pursue growth and connection for yourself and your team
- Seek help when it’s needed. Keep an open mind and invite feedback
- About 75% of your day will be invested in delighting customers and about 25% will be invested in personal growth and team connection
Application process
- Apply below by 11:59pm ET on Saturday September 30, 2023
- Attach a PDF cover letter. In your cover letter, please:
- Introduce yourself and explain why you’d be a great fit. (Please limit this to 1 page at most.)
- Then, on a new page, please answer these questions:
- What attracted you to this position? (This is not about what attracted you to the software.)
- What is your secret to great customer support?
- Tell us about a time you had to learn something new to excel at your job
- Have you ever made a mistake in handling a customer issue? What did you learn?
- What hours of the day work for you? What days of the week are off limits?
- We need seasonal employees who can work from November 6, 2023 through mid-February 2024. Do you have any time off needs during this period?
- Attach a PDF resume
- Though we know it’s customary in some areas, we’d prefer it if you didn’t share a headshot anywhere in your application materials. Thank you!
Our take
The average American worker has been feeling the strain over recent years. Rising household debt, poor financial literacy, and a complex labor market has helped contribute to a taxing period for finances. Now, we’re seeing more Americans than ever start budgeting and engaging with personal finance apps. You Need a Budget (YNAB) is one of them.
The YNAB budgeting platform has been up and running for nearly two decades now, and consistently wins a place in ‘budgeting app’ shortlists. It helps users create a budget and spending plan, as well as offering digital resources like live classes.
Whilst YNAB was early in developing this spread of features, other competitors were quick to follow suit, including the likes of Mint or Honeydue. YNAB has, however, secured a strong reputation in the growing sector. Whilst the company may need to expand to survive, YNAB is for now one of the leading players.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 4-Day Work Week (every Friday off).
- Minimum vacation policy of three weeks per year. Five weeks feels about right (plus two extra weeks for our company-wide December break).
- Professional development stipend.
- 100% Remote, Worldwide.
- Generous paid parental leave.
- New computer when you start, and replacements every 3 years.
- Team meetups once or twice a year, at a small-team work-focused meetup or at our company retreat.
- Flexible work schedule. Outside of your meetings, we trust you to set your own schedule by balancing your team’s needs with your own needs. We look at what you accomplish—not when or how long you're in front of a computer.
- Purpose. Did we mention that YNAB makes a huge, positive difference in people’s lives?
- Medical, dental, and vision insurance, where we cover 100% of the premium for you and your family.
- 401k (Traditional and Roth) with 6% match and immediate vesting.
Company HQ
Lehi, UT
Leadership
Jesse Mecham
(Founder)https://www.crunchbase.com/person/jesse-mecham
Taylor Brown
(Technical Fellow)Share this job