Customer Support Analyst, Extend
$50-65k
+ Equity
Digital credit card platform for businesses
Job no longer available
Digital credit card platform for businesses
21-100 employees
Job no longer available
$50-65k
+ Equity
21-100 employees
Company mission
To modernise infrastructure for the future of payments.
Role
Who you are
- A minimum of 2 years of experience working with customers in a similar role
- Clear and concise communication skills
- Excellent interpersonal skills
- Attention to detail, follow-up, and follow-through with teammates and customers
- Ability to pivot priorities and redirect focus based on workflow and business needs
- A passion for problem-solving and helping customers
- Prior experience with customer service platforms
- A positive, can-do attitude with an eagerness to learn and grow
- Quick learner who adapts well in a fast-moving environment and gets things don
- A curious nature; interested in understanding everything there is to know about our product, customers, and competitors
Desirable
- Knowledge of and experience in payment processing, banking, and/or Fintech
- Experience with Salesforce and Jira
- General understanding of APIs and SaaS applications
- General understanding of compliance and risk management
What the job involves
- We are looking for a Customer Support Analyst with experience in the technology and banking space to join our growing team
- As part of the Customer Success Team, you'll be the first point of contact for our customers, providing exceptional support
- You’ll be collaborating with internal and external partners to address service-related queries including issue-handling from receipt to close
- A Customer Support Analyst at Extend has the ability to effectively manage projects, collaborate across teams, and oversee the resolution of customer requests/issues
- Become an expert at navigating the Extend app and understanding the customer experience and journey
- Be the frontline in assisting our customers by deciphering, investigating, and troubleshooting their issues
- Stay informed about product enhancements and functionality by participating in team calls, meetings, product updates, etc
- Manage a daily queue of incoming queries from start to resolution
- Provide exemplary customer support to end-users, bank partners, and internal teammates
- Support customers by identifying and resolving technical issues, as well as supporting educational and training needs
- Artfully balance customer urgency with competing priorities to deliver concise information and set expectations
- Deliver accurate and detailed documentation of issues to tech and product teams for follow-up and resolution
- Maintain accurate case data to maintain the integrity of reporting metrics
- Become a Subject Matter Expert in servicing our bank-specific platforms
- Lead internal communications regarding planned and unplanned outages and platform issues
- Attend customer calls to assist in troubleshooting, onboarding, and supporting education of the app and its features
- Highlight and action Voice of the Customer feedback with Product and Marketing teams
- Take on ad hoc projects related to the role and efficiency of the Support Team
Our take
Established in 2016, Extend is a FinTech company dedicated to forging digital payment infrastructure for financial enterprises. This innovative approach allows Extend's clients to offer their customers personalized digital credit cards without the need for extensive technological overhauls. By seamlessly integrating its digital banking solutions into a financial institution's existing infrastructure, Extend facilitates a modernized banking experience for clients and their customers, all while eliminating the necessity of opening new accounts.
What sets Extend apart is its seasoned leadership team, boasting founders with over a decade of experience at the financial behemoth, American Express. This rich expertise has spurred Extend's focus on revitalizing established financial institutions, enabling them to compete effectively in the digital-first landscape.
Riding on the success of its Series B funding, which saw prominent investors such as March Capital and B Capital come on board, Extend is steadfastly expanding its services to cater to a growing base of business customers worldwide.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2021
$40m
SERIES B
Apr 2019
$11m
SERIES A
Total funding: $54m
Company benefits
- Equity for all—our success is your success
- 401k matching
- Unlimited vacation—and we want you to use it
- Flexibility to work remote or in our NYC office
- Comprehensive health coverage for you and your family
- Reimbursement for gym memberships
- $5k referral bonus—bring your friends!
- Work with experts across disciplines
Company values
- Customer obsession: Designing payments for people. Dedicated to quality and service, and to providing innovation that benefits everyone
- Collaboration: The only way to work is together. Built-in partnership with banks and networks, by the collective effort of everyone on this team
- Integrity: Honesty above all else. And as transparent as finances should be
- Curiosity: A constant need to learn and grow. You have to enjoy getting into the weeds
- Action: Where accountability meets passion. With our sleeves rolled up, we’re working to effect industry-wide change
- Accountability: Responsibility worn proudly. Positive attitudes produce positive outcomes
- Individuality: When people thrive, businesses thrive. Payments are a universal need no matter who you are or what kind of business you're in - an audience this diverse needs perspectives to match
Company HQ
Flatiron District, New York, NY
Articles
Leadership
Andrew Jamison
(CEO)Previously American Express Vice President of B2B Product Management and Product Development, Consultant at Fintech Consulting LLC.
Danny Morrow
(CTO)Previously Technical Team Lead at Elephant, Owner at Morrow, and Primary Software Engineer at Digitas.
Guillaume Bouvard
(COO & CMO)Previously American Express Global Head of Advisory Business, Innovation & Partnerships, Senior Business Analyst at Capital One Financial Services.
Diversity, Equity & Inclusion at Extend
- When people thrive, business thrives. Payments are a universal need no matter who you are or what kind of business you’re in—an audience this diverse needs perspectives to match.
- As a financial technology startup, we are actively addressing the diversity gap through our hiring efforts at all levels. We also strive to foster a place of learning and growth—seeking to make opportunities available to students and entry-level employees who may not be exposed to the paths available to them within our industry.
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