Customer Experience Manager
This is a remote position.
Our mission is to reduce the cost of capital across the world.
We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others.
Our work involves building the world's first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth and efficient product experience for consumers to apply, activate, and manage their credit cards.
We're looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience.
Cultural Values :
- Depth and rigor of thought
- Minimalist
- Speed of execution
Responsibilities :
Responding to customer queries in a timely and effective manner via Zendesk or other customer support toolsIdentifying and resolving fraud and risk issuesThoroughly documenting investigative steps, conclusions, and remediation in addition to customer compliments and complaintsDesigning and modifying fraud prevention policy and procedureAuditing, coaching, and training junior level staffCollaborating with other departments to process department related tasksReview customer account opening applications through various fraud software platforms to ensure standards are metTracking customer experiences across online and offline channels using logs, dashboards, and CRM systemsRequirements :
At least 2 years of experience in a similar role, preferably with a top 25 depository US Financial InstitutionIn-depth knowledge of US Banking regulations as it pertains to fraudWorking knowledge of MS Excel / Google Sheets formulas and function is a must; basic SQL knowledge strongly preferredExperienced in customer-facing roles in a depository accountSuperb communication, collaboration, and problem-solving skills including root-cause analysisProficiency, speed, and accuracy in written communicationFluency, clarity, and good diction in EnglishGreat organizational skills & time management abilitiesExperience using customer communication tools (Zendesk), task management tools, Google Drive, and EmailDetail-oriented - we're a financial services company so being correct about the details matterBachelor's Degree or comparable work experience in financial servicesFlexibility to work US Pacific time 9 AM to 5 PM (with a 1-hour break time in between)Must be presently residing in the PhilippinesLocation :
HQ - Campbell, CA (San Francisco Bay Area). Remote work - Rest of the US, Philippines
