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:
- AM Shift: 6am to 3pm PST OR
- PM Shift: 8am to 5pm PST
- The hourly rate for this position is $25 per hour plus equity, andbenefits
Part-Time Position - Additional Info:
- For the part-time position, we have 5-hour shifts up to 30 hours per week
- (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
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