Customer Experience Associate

Posted Mar 27

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops). 

Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly. 

We’re also proud to have received recognition from the fintech world. Awards we’ve won include: 

But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for financial services and 36 for SaaS companies.)

As a result of our efforts in building this healthy company culture, we’ve been nominated to several Great Places to Work lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together. 

This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

  • Put customers first (they’re our raison d’être). 
  • Act fast (leverage our startup environment).
  • Lead the way (show and tell).
  • Take ownership (everyone is hands-on here).
  • Be a good human (no egos, build financial products that do right by people).

Learn more about our values here. 

The Opportunities

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. 

Wisetack is hiring for both full-time and part-time Customer Experience Associate positions. 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 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
  • Strong troubleshooting 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
  • Ability to explain decisions and present information clearly, as it pertains to company policies
  • 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 and reliable internet connection 

Bonus points

  • Fintech experience 
  • Proficient in Zendesk, and other CRM tools such as Insightly

Full-Time Position - Additional Info:

  • For the full-time position, we offer two shifts:
  1. AM Shift: 6am to 3pm PST OR
  2. PM Shift: 8am to 5pm PST
  • The hourly rate for this position is $25 per hour plus equity, and benefits

Part-Time Position - Additional Info:

  • For the part-time position, we have 5-hour shifts up to 30 hours per week
  1. (6am-11am PST or 7am-12pm PST)
  • This position accrues sick time per California law, but will not accrue PTO.
  • There are no health benefits available for this role.
  • The hourly rate for the position is $25 an hour. 

Interview Process

  • Application Review
  • Take Home Assessment
  • Recruiter Screen
  • Hiring Manager Screen
  • Interview I
  • Final Interview
  • References
  • Offer

Spend a little time on our About Us page, our Press page as well as our blog for more. If you think this might be a fit, we’d love to hear from you!