Customer Support Agent, Money

About the team + role

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The Money Customer Ops team is responsible for providing our customers with the best experience possible while using our product. We are the "voice of the customer" and work closely with other teams to ensure that our product reflects our customers' needs and that we have the tools necessary to provide our customers exemplary service in each interaction.

As a Money CX Agent, you will be a subject matter expert on the Credit Card product and customer support processes. You will be the front-line agent responsible for assisting our cardholders with their most challenging inquiries. You will independently troubleshoot and work with other teams to resolve the cardholders' concerns as efficiently as possible.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

Available Shifts

• Monday - Friday 1pm-10pm ET
• Tuesday - Saturday 11am-8pm ET
• Sunday - Thursday 10am-7pm ET

What you’ll do

• You have deep customer empathy and are passionate about providing exceptional customer service to every customer
• You are a critical thinker, a problem solver and are able to be agile and flexible as processes evolve
• You like digging into the details, working independently (while asking questions or escalating when necessary), and have a keen eye for spotting trends that could indicate a product bug or issue
• You’re hungry to learn and grow alongside a growing business

What you bring

• 2+ years of full-time work experience
• Basic understanding of financial products is a plus
• Previous experience with text or email customer support is a plus
• Basic working knowledge of Zendesk is a plus

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.