Customer Experience Associate

Customer Experience Associate Remote, USA The Role At Wisetack, we’re committed to providing our customers with a high-quality Customer Experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. Our customers are currently small and medium service-based businesses who rely on our point-of-sale financing product to help their businesses grow. Your goal is to make our customers successful, and you will work cross-functionally with product, growth, and engineering to solve problems and channel feedback in order to continuously improve the product experience. Responsibilities • Successfully resolve complex customer issues, including troubleshooting and technical support, through the use of multiple support channels (email, sms, chat), but mainly over the phone • Responsible for owning and staying up to date with ongoing issues • Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share... with product and engineering teams to improve the customer experience • Work on various projects and initiatives to improve both the agent and customer experience • Handle customer escalations as needed Requirements • 2+ years of experience working in a customer-facing role • Must be willing to work weekends • Strong troubleshooting and technical support skills • Strong passion for helping solve user issues, with unwavering patience and empathy • A team player who contributes ideas to improve processes • Self-motivated & self-starting; independent, proactive, highly responsive, flexible, and adaptable • Ability to work extremely well under pressure in a fast-paced environment • Excellent verbal and written communication skills • Strong attention to detail, and highly organized • Analytical approach to navigating, investigating, and understanding how products work • Aptitude for learning new products, processes, and systems • Stable internet connection Bonus points • Fintech experience • Proficient in Zendesk, and other CRM tools such as Insightly The hourly rate of this position is $25 an hour, plus equity, and benefits Apply Job!