Product Specialist, Earnin
$90-125k
Plus equity
Paycheck advance service for employees
Job no longer available
Paycheck advance service for employees
201-500 employees
Job no longer available
$90-125k
Plus equity
201-500 employees
Company mission
Earnin’s mission is to build a financial system that works for people.
Role
Who you are
- The ideal candidate is well versed in operations, project management, business and analytics
- The ideal candidate demonstrates a sense of urgency, superb communication, loves product challenges, managing complex problems, and partnering with cross-functional areas of the business to execute and drive outcomes
- The role requires the candidate to have excellent communication and project management skills, a track record of successful engagement of both internal and external stakeholders
- Further on the ability to leverage data to inform and support critical decisions is a great plus as our teams are heavily data driven and will enhance effective collaboration
- 4+ years of experience in a role that had direct impact on customer experience and/or customer experience related operations
- Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry
- Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
- Strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders (i.e. engineering vs compliance)
- Ability to foster collaboration and facilitate teamwork
- Outstanding interpersonal skills and empathy for customers
- Highly organized and comfortable planning and leading projects involving cross-functional stakeholders
- Outstanding written and verbal communication with all levels of the business from C-level to Customer Support
- Ability to lead and execute with a sense of urgency to achieve business outcomes
- Hands-on and willing to get hands dirty on execution
- Tech-savvy and multiple tool and software power user
What the job involves
- As a Fintech company where customer experience (CX) is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our large scale 24x7 operations supporting various channels
- We are looking for an enthusiastic team member to bridge the customer experience where product meets support
- The product specialist will be assigned to represent Customer Experience allocated into a specific product area
- This individual will work closely with product managers from the specific teams they support and become the voice of the customer and customer care team
- They would own bridging the product experience into the customer support experience so our community member can increasingly have a seamless experience end to end
- This includes managing and updating standard operating procedures, partnering closely with product managers on product policies, collaborating closely with compliance and bridging the customer need throughout the process
- The Product Specialist will work cross functionally to facilitate product-driven activity, drive the feedback loops to support continuous improvement, and be the voice of our community members
- Partner in operational areas that work closely to the product organization to support business and customer needs across EarnIn
- Become an expert in assigned product areas both on product mechanics, policies and customer care experience, insights and procedures
- Investigate and audit hundreds of tickets monthly
- Audit and shadow agent experience to identify areas for improvement
- Establish, drive and continuously improve processes that ensure our community members and internal teams are informed and well prepared for product-driven changes
- Develop operational playbooks and calendars to implement product strategy and manage complex projects through execution to excellence
- Lead cross-functional Go to Market working groups responsible for bringing new products, release, experiments and features to market, ensuring customer care readiness and compliance
- Ensure functional stakeholders are informed and aligned in a timely manner across the company on key objectives for product changes with customer experience implications
- Create feedback channels throughout customer care operations that will ensure problem areas are identified during testing and launch
- Coordinate with a variety of cross-functional partners within customer care and beyond - such as Research, Operations, and Data Science - to identify and share critical customer insights specific to your product domain initiatives
- Make data-driven recommendations to support the continuous improvement of the customer experience within your product domains
- Continuously and effectively present insights and influence outcomes with key stakeholders at all levels to support meaningful impact to EarnIn's business
- Advise product teams on feasibility of initiatives throughout the entire product lifecycle
- Be the voice of our community member’s during product development and performance tracking
Our take
Paying bills is an inevitable part of life, but paying them late or dipping into overdrafts can result in fees. This is the reality for millions of workers who have to wait for their paychecks to arrive – and the problem that companies like EarnIn are trying to solve. By allowing hourly workers access to their pay as it is earned rather than on a fixed date, it hopes to provide all Americans with the ability to deal with immediate costs without going into arrears.
Unlike competitors in this growing space, such as Dave, Earnin charges no mandatory fees, instead gaining revenue through a voluntary tipping system. It also requires no credit checks to access its services, which puts it ahead of the growing number of digital banking solutions. This approach has garnered it a strong user base of over 300,000 business customers who offer Earnin as an employee benefit. Around 70 million paycheck advances were taken through the platform in 2022 alone, totalling $5 billion. Since then, this number has grown to an overall earnings access value of $15 billion.
Earnin is growing despite current difficulties in the wider tech landscape and is continuing to hire in all departments. It will continue to improve upon its offering and expand its network of businesses, aiming to give every employee in America control of the money they've earned.
Freddie
Company Specialist at Welcome to the Jungle
Insights
42% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2018
$125m
SERIES C
Sep 2017
$39m
SERIES B
Total funding: $190.1m
Company benefits
- 401k
- FSA
- Mental health resources
- Employee Resource Groups
- Stipend for growth opportunities
- Pet friendly office
- Work from home opportunities
- Health insurance
Company HQ
Evergreen Park, Palo Alto, CA
Leadership
Ram Palaniappan
(Founder & CEO)Was Senior Operations Manager at Reflect.com, a P&G company. Served as President of UniRush from 2004 to 2012.
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