Customer Support Representative

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.