Role Overview

Provide fast and delightful initial responses to customer requests (first response) via live chat, email, and phone.
Relay tones of delight, helpfulness, and a positive attitude with customers during every interaction (CSAT/Delight).
Resolve first-level questions, and provide expectations related to product issues in a timely manner (full resolution).
Develop ways to reduce or deflect the number of tickets we process.
Identify and escalate technical issues to internal stakeholders and report to QA and engineering teams when needed (bug reporting).
Provide valuable product ideas to the product team. You are the “voice of the customer.” (product idea submissions)
Triage customer inquiries quickly to help maximize renewals and minimize churn (straight retention).
Discover growth opportunities and work with teammates in Sales and Customer Success (net retention).
Improve and leverage user-facing educational resources (e.g., KBs, Academy, webinars).
Train and mentor new Customer Support Reps through feedback loops like Peer Reviews, the Buddy System, and team collaboration (continued learning).

Requirements

Ability to work well in a high-energy, fast paced, and constantly changing environment.
Speak the language of our core audiences: advisors, broker dealers, corporate RIAs, custodians and clearing firms, asset managers, and compliance departments.
Excellent verbal and written communication skills for interactions with customers, partners, and prospects.
Listening and demonstrating true empathy (building rapport) with customers (seeking to understand).
Articulate complicated information, and simplify how-to steps, via written and verbal communication that is simple, clear, concise, professional, and friendly (delight).
Stellar skills in specific subject matter. Ability to teach updates, processes, and explain complex issues to customers and teammates.
Strong knowledge about computers, operating systems, browsers, and ability to document and reproduce basic issues.
Willingness to proactively reach out, initiating conversations, and providing assistance to customers and teammates.
Take responsibility for following up with users, customers, engineers, and other stakeholders to ensure that a support conversation is resolved in a timely manner.
Ability to juggle and triage competing demands between support inquiries at multiple levels, and scheduled commitments (e.g. 15Fives, 1:1s, Peer Reviews, Lessonly's).
Possess a willingness to work hard and a determination to do what it takes to ensure that customers are delighted.
Intelligent, adaptive, and teachable. Willing to accept constant feedback and continually improve.
Strive to reach your full potential — everyone is expected to grow and improve.

Benefits

4% 401(k) Match. Our employees invest so much in our company and we love getting to invest in them. The company will match your contributions dollar-for-dollar, up to 4% of your total annual compensation.
Free Financial Planning Services. By working at a financial technology company, you get the benefit of fantastic financial advice. This is offered to all employees wanting expert guidance on how to handle their money.
Medical, Dental & Vision insurance plans. We want to help keep you (and your family) healthy! Comprehensive health insurance options for you & your family.
Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA) available depending on chosen medical plan. We know that investment risk isn’t a one-size-fits all and neither are your health savings options!
Generous maternity & paternity leave for either the birth or adoption of a child. Mom's & Dad's need time with their new family members!
Discounted pet insurance available. Pets are family too!!
3 weeks vacation & 1 week sick time per year.Take the time you need for fun or simply time to recover from not feeling well.
11 paid company holidays per year. Enjoy your time off; you deserve it!
Remote & in-person team building activities help our employees stay connected and engaged. We absolutely love to hype our people up!
Company wide meetings held by our CEO benefit all employees by keeping everyone in the loop. We are one team, and we tackle projects together.
Employee development is our priority. From leadership training, to mentorship, to industry resources, we care about progressing you in your career.

Nitrogen

Open Positions (1)

Customer Service

Customer Support Representative