Customer Experience Associate

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:  2023 Best Consumer Lending Program by Tearsheet 2023 Best Point of Sale Product by Fintech Breakthrough 2022 Best Consumer Lending Solution by Finovate 2022 Best Emerging Lending Platform by Lendit (now Fintech Nexus) 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 (that’s our M.O.) 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 Role 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.  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 .  Spend a little time on our About Us page and check out our Press page and our blog for more. If you think this might be a fit, we’d love to hear from you!