Senior Customer Support Associate, Empower Finance
$45-55k
Credit health & financial management app
Job no longer available
Credit health & financial management app
101-200 employees
Job no longer available
$45-55k
101-200 employees
Company mission
To expand access to fair credit to give anyone in the world the opportunity to improve their financial security and mobility.
Role
Who you are
- 2-4 years in a customer support role, preferably in the fintech industry
- Demonstrated passion for the customer experience, with the ability to quickly and empathetically solve problems for customers
- Excellent verbal and written communication skills, with the ability to explain complex topics in easily understood, concise language
- Familiarity with banking regulations and payment processes; compliance is a plus
- Motivated by Empower’s mission and determined to create a seamless support experience for our customer base
- Ability to communicate cross-functionally and globally
- Available on some weekends and holidays if needed
What the job involves
- As a Senior Customer Support Associate, you will lead the management and resolution of escalated issues and helps to improve the overall customer experience at Empower.
- You will work within the Customer Support team and collaborate with cross-functional teams
- In addition, you will monitor leading trends and drivers and engage proactively with the team and our customers before an escalation occurs
- Manage escalations and coordinate resolutions in partnership with the Customer Support Manager and cross-functional teams
- Collaborate with the team to resolve problems, and deliver a top-notch customer experience by contributing to customer support-related projects
- Develop strong knowledge of customer support pain points to assist both customers and team members
- Advocate for customers from within the organization and drive changes to improve their experience
- Continuously add value through effective and efficient project management, prioritization, and execution skills
Our take
An individual’s credit score greatly influences their life, affecting their ability to rent, receive loans, buy a house, and access affordable interest rates. But you have to have credit to build credit, leaving a lot of people in a catch-22 situation. Empower is a mobile-only app that makes credit more inclusive and accessible, helping customers achieve their credit health goals regardless of their credit history (or lack thereof).
Though other FinTech companies such as Mint or Personal Capital also offer impressive financial tracking for their customers, Empower’s comprehensive set of personal finance features including cash advance and automatic savings offerings make it a better choice for people who want to use a single app to manage their finances.
By empowering people to take control of their money through its range of financial services, Empower is working to break the cycle of paycheck-to-paycheck living. Backed by Blisce, Defy Ventures and Quiet Capital, the company has been significantly growing its revenue in recent years and was recognized in the 2022 Inc. 5000 list of the fastest-growing companies in the US.
Freddie
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Trustpilot (1.9)
Company
Funding (last 2 of 3 rounds)
Sep 2022
$75m
LATE VC
Mar 2020
$20m
SERIES A
Total funding: $99.5m
Company benefits
- Generous equity package
- Full healthcare benefits
- Unlimited personal vacation
- Technology expense reimbursement
- Work from anywhere
Company HQ
Mission District, San Francisco, CA
Leadership
Warren Hogarth
(CEO)Previous Partner at Sequoia Capital and is an Early Investor/Company Builder for multiple companies.
Justin Ammerlaan
(CTO)Founder of Ammerlaan Initiatives and Co-Founder of White Room Trading. Previously worked as a Senior Software Engineer at SDM and a Technical Architect at Fujitsu.
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