Customer Experience Associate, Found
$28-$32 (USD) per hour + Equity
More information about location
Business banking for the self-employed
Job no longer available
Business banking for the self-employed
101-200 employees
Job no longer available
$28-$32 (USD) per hour + Equity
More information about location
101-200 employees
Company mission
To simplify finances for the self-employed.
Role
Who you are
- 2+ years experience providing outstanding customer support in a tech or startup environment
- Experience with common customer experience and analytics platforms (e.g. Zendesk, Notion, Delighted, FullStory, Amplitude)
- Comfort working remotely and experience working with distributed teams across different time zones
- Excellent written and verbal communication skills, with a focus on empathy and problem solving
- An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams
- A self-starter mindset, able to prioritize and organize tasks across different workstreams
Desirable
- First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment
- A basic understanding of banking, personal finance, and/or taxes
What the job involves
- We’re looking for team members who are passionate about providing the best customer experience possible to the independent professionals who trust Found with helping them manage their businesses
- As a member of a growing team, you’ll also have a direct impact on how we build our team and how Found builds its product
- Support our customers via email, phone, and social media channels during Found’s support business hours. This role will specifically work Monday through Friday, 9am to 5pm PT
- Contribute to our team-facing Knowledge Base, creating and improving articles to ensure you and your teammates have the confidence to answer any question that comes your way
- Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow
- Identify gaps in our internal processes on the CX team and help develop and implement improvements
- Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering
Our take
Traditionally, freelancers have been burdened with the need to juggle multiple tools and solutions to handle their bookkeeping, invoices, and tax responsibilities. In response to this challenge, Found was established with a mission to simplify financial management for the self-employed, providing them with precious time, cost savings, and peace of mind.
Established by two former Square executives with experience in payroll and SaaS solutions, Found functions as a financial hub for freelancers. It enables users to seamlessly manage their finances by offering services such as income deposits, the issuance of dedicated company debit cards, and tax calculations. Additionally, Found equips freelancers with real-time business insights and streamlines the process of making quarterly tax payments.
As the gig economy continues to thrive, the number of self-employed individuals has seen remarkable growth in recent years. In light of this trend, Found is dedicated to capitalising on the opportunity by expanding its marketing efforts and enhancing its product offerings. Through these strategic moves, Found aims to further support its ever-growing customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
33% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2022
$60m
SERIES B
May 2021
$12.8m
SERIES A
Total funding: $75.3m
Company benefits
- 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation
- Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave
- Health benefits: Comprehensive medical, dental, and vision benefits are always 100% covered for employees, 75% covered for dependents
- Work anywhere: We have Found offices in both SF and Seattle and for team members who work outside those cities, Found also supports fully remote working
- Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees
- Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy
Company HQ
SoMa, San Francisco, CA
Leadership
Lauren Myrick
(Co-Founder & CEO)Studied Economics at UC Santa Barbara, and joined Deloitte as an Associate. Worked in Finance at EmSense Corporation, and was General Manager of Payroll at Square.
Connor Dunn
(Co-Founder & CIO)Studied Computer Science at the University of Warwick, and worked as a Software Engineer at Trigger Corp. Was an Engineering Lead at Square.
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