Customer Solutions Specialist, Imprint
Compensation: Up to $21.00 per hour
Branded payments and rewards products
Open for applications
Branded payments and rewards products
101-200 employees
Open for applications
Compensation: Up to $21.00 per hour
101-200 employees
Company mission
To make payments better for modern brands and their customers.
Role
Who you are
- 2+ years Customer Support experience answering phone calls and chats
- Passion for creating exceptional customer experiences
- Excellent verbal and written communication
- Exceptional organization and attention to detail
- Financial services or Fintech experience
- Strong problem solving skills to identify root causes and offer best solutions to resolve the customer need
- Patience and empathy for customer frustrations
- Emphatic commitment to personal growth and development
- Weekend and night availability
- Shift details: Tuesday through Saturday 12:30pm-9:00pm EST
Desirable
- Phone, chat and social media experience
- Escalations or tier 2 support in a contact center
- Experience writing/developing wiki or customer help center content
- Experience working in a remote environment
- Bilingual in Spanish
What the job involves
- The Customer Solutions Team is creating an inspired culture, where Specialists don’t just answer questions, but solve problems
- We view every interaction as an opportunity to educate and empower our customers
- We are empathetic, human, and deeply committed to our customers and the brands they love
- Customer Solutions Specialists are experts on Imprint and our products
- Specialists answer phone calls, chats and emails from customers and work to resolve issues such as sign-up inquiries, rewards questions, payments, account management and troubleshooting
- Solutions Specialists are the go-to people when customers have questions or need assistance beyond their self service options
- These are the situations where the right Specialist can make all the difference for a customer
- Handle cardholder inquiries by phone, chat or email
- Build customer loyalty through effective communication, adapting style when needed to serve different customer profiles
- Research customer inquiries using appropriate tools
- Determine root causes and identify solutions to customer issues
- Leverage product knowledge to teach, demonstrate, guide and empower customers through self-service tools
- Provide compassionate, timely resolution to customer inquiries while maintaining a positive and friendly demeanor
- Document customer inquiries and feedback that will help improve our consumer products, tools and operational processes
- Serve as brand ambassador for Imprint and partner brands to ensure customer connection and loyalty
Our take
These days, all sorts of cards abound, from virtual cards to co-branded credit cards. Imprint aims to stand out in the increasingly crowded space by partnering with businesses to provide branded rewards cards for customers.
While there has been an increase in the number of companies offering branded financial products to reduce costs, Imprint sees its card programs as offering a new platform for deepening customer relationships: less of the nastiness of credit and a much greater focus on rewards.
The startup is focusing on refining its embedded finance solution to fulfil its vision of an Apple-pay like experience for merchants and consumers.
Imprint will hope that its lightweight service, fit for smaller customers like hotel chains, will allow it to compete with the major venture-backed players in the space like Cardless, Apto and Alviere. Its $75 million in venture capital raised in 2023 will go some way towards achieving these aims.
Freddie
Company Specialist at Welcome to the Jungle
Insights
103% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2024
$75m
SERIES C
Nov 2023
$75m
SERIES B
Total funding: $203m
Company benefits
- Leading configured work computers of your choice
- Generous and flexible PTO policy
- Fully covered, high-quality healthcare including fully covered dependent coverage
- Additional health coverage includes access to One Medical and option to enroll in an FSA
- 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
- An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
- Access to industry leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
Company HQ
Little Italy, New York, NY
Leadership
Daragh Murphy
(CEO)Previously VP of Operations & Strategy at WeWork. They were a Junior Partner at McKinsey until 2018. Originally trained as a lawyer at Duke University, before working as a Corporate Lawyer at WilmerHale.
Michael Pechman
(Head of Operations)Portfolio Director of Thrive Capital until 2020. Before that, worked as a Product Manager at Google and as a Business Analyst at McKinsey.
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