Customer Experience Associate
Customer Experience Associate Remote, USA The Role At Wisetack, were 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!