AI Support Specialist, Empower Finance
$80-95k
+ Equity
Credit health & financial management app
Be an early applicant
Credit health & financial management app
101-200 employees
Be an early applicant
$80-95k
+ Equity
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
- 4+ years of experience in customer support, customer experience, or support operations
- Background in fintech preferred but not required
- A track record of working on cross-functional projects and getting things done
- Strong communication skills and the ability to turn customer insights into clear recommendations
- Proficient in maintenance of enterprise-level conversational AI and virtual agent platforms
- Comfortable working with data dashboards or support analytics tools
- Familiarity with APIs and a basic understanding of how systems connect behind the scenes
- Bonus if you’ve worked with version control tools like Git or have some experience with programming, but it’s not required
What the job involves
- Empower is hiring an AI Support Specialist to take ownership of our AI Agent and help us deliver fast, accurate, and scalable support to our customers
- Our support team is often the first line of contact with customers, and AI is becoming a big part of how we scale that experience without losing quality
- You’ll have the chance to shape how we use AI to help people and do it in a thoughtful, high-impact way
- You'll be a key partner across teams, helping us find the right balance between automation and the human touch
- Your focus will be to ensure that our AI performs at its best by resolving common issues, surfacing helpful information, and improving the overall experience for users
- You’ll spend time reviewing how the AI interacts with customers, identifying where things can be better, and working with teams across the company to make those improvements happen
- This is an ideal role if you enjoy digging into customer data, thinking about edge cases, and figuring out how to turn good tools into great ones
- You’ll report directly to our Manager of Digital Transformation on the Customer Operations team
- Ensure that our AI Agent is resolving customer questions quickly and accurately
- Review conversations and performance data to spot patterns and identify what needs fixing
- Work with Product, Engineering, and Support to roll out improvements and expand what the AI can handle
- Prioritize automation opportunities based on what you're seeing in the data and from customers
- Recommend changes to content, workflows, or integrations that would make the experience smoother
- Monitor how the AI is performing and share updates with the broader team
- Influence how we support customers more broadly based on your learnings, not just through AI
Application process
- Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role
- Hiring Manager Interview: A deeper discussion about your background and the AI Support Specialist role
- Skills Panel: Meet with Empower team members to discuss your expertise and approach to problem-solving
- Leadership Conversation: Final conversation with our CFO to discuss our mission and how you could contribute to it (and how we can help you achieve your career goals along the way)
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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