Experienced Customer Experience Associate - Weekend Support Specialist
Join careerzynith, a vibrant community of innovators, and make a meaningful difference in the lives of self-employed professionals. At careerzynith, we're revolutionizing the way small business owners manage their finances and navigate the complexities of self-employment. Our mission is to provide a safety net for the 60 million Americans who are part of the self-employed workforce. We're building tools that automate taxes, expense tracking, and business banking, giving our customers the peace of mind they deserve. As a Customer Experience Associate - Weekend Support Specialist, you'll be part of our Account Support team, dedicated to helping our customers overcome obstacles and achieve their goals. You'll work closely with our customers, product, design, and engineering teams to identify trends, collect feedback, and drive product improvements. Your passion for delivering exceptional customer experiences will make a significant impact on our customers' lives and help us build a better careerzynith.
About careerzynith
careerzynith is a rapidly growing company that's committed to empowering self-employed professionals. We believe that everyone deserves access to the same financial security and peace of mind that's traditionally only available to large corporations. Our team is passionate about building a safety net for the self-employed, and we're looking for like-minded individuals to join us on this journey.
The Customer Experience Team
Our Customer Experience team is at the heart of what we do at careerzynith. We're a close-knit group of experts who are dedicated to providing exceptional support to our customers. Our team is responsible for identifying customer trends, collecting product feedback, and triaging software bugs. We work closely with our product and engineering teams to drive product improvements and ensure that our customers have the best possible experience.
Key Responsibilities
As a Customer Experience Associate - Weekend Support Specialist, you'll be responsible for:
- Supporting our customers via phone, email, and social media channels during our support business hours (Friday through Tuesday, 9am to 5pm ET or 9am to 5pm CT)
- Maintaining internal documentation, including our wiki and macros, to ensure that our customers have access to accurate and up-to-date information
- Representing the Voice of Customer to our product, engineering, design, and business teams to ensure that their needs are top of mind as we continue to grow
- Identifying gaps in our internal processes and tools on the CX team and helping to develop and implement improvements
- Communicating trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering
Requirements
To thrive in this role, you'll need:
- 2+ years of experience in a customer-facing role, preferably supporting technology, finance, or mobile app products
- Experience with common customer support and communication platforms (e.g. Zendesk, Zendesk Talk/Messaging, Slack)
- Comfort working remotely and experience working with distributed teams across different time zones
- Excellent written and verbal communication skills, with a focus on empathy and problem-solving
- A collaborative spirit and willingness to help improve the processes, tools, and systems used to support our customers
Nice to Have
* First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment
- A basic understanding of banking, personal finance, and/or taxes
Compensation and Benefits
We offer a competitive base salary, ranging from $26.92 to $29 per hour, depending on experience. Our total compensation package includes a generous benefits package, including:
- 401K, FSA, and Commuter Benefits
- Paid parental leave (16 weeks of flexible parental leave)
- Comprehensive medical, dental, and vision benefits
- Meaningful equity (industry-competitive equity to all employees)
- Flexible vacation policy (vacations, appointments, mental health days)
About You
We're a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. We're searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others. If you're looking for a role where you'll have the opportunity to make a meaningful contribution and great impact, we'd love to hear from you!
How to Apply
Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role. Apply for this job