Member Experience Associate

Member Experience Associate

This job will be a great fit for an individual who is an empathetic customer-obsessed individual who loves to solve problems. As a Fintech company where customer care is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our 24x7 operations. The member experience associate is a role in our org that will be part of an elite benchmark team. The focus of the team is to become an in-house center of excellence capability that will be responsible for building the future of care at EarnIn.

We are looking for advocates who will provide empowering experiences for our customers and drive end-to-end resolutions to our customers while helping us build the processes and procedures behind our service. Member advocates should maintain a high level of professionalism and empathy driving high-value customer experience interactions. Ultimately, you will help establish the future of EarnIn's customer care service by owning the resolution of customer concerns and reporting to the correct teams to eliminate future issues. You will work closely with a team of product managers, product specialists, engineers, and Tier 3 associates.

This is an in-office role, 5x a week. (Mountain View, CA), some weekend shift flexibility required. The US base salary range for this full-time position is $65,000 - $75,000 + equity + benefits. Our salary ranges are determined by role, level, and location.

What You'll Do :

Daily responsibilities will include resolving customer problems and complaints, recommending solutions, and guiding customers through product features and functionalities. To be successful in this role, you should be an excellent written and verbal communicator who's able to earn our customers' trust in 240 characters (or less!).

Service :

• Empathetic customer service that is focused on the human as well as solving the problem.
• Resolve customer questions, concerns, and product issues by engaging the customer resolving using critical thinking
• Respond to customer concerns on time and empower them during and after your service the customer should leave much much better after the interaction with you.
• Monitor, investigate, research, and be proactive about solving problems, and customer issues and identifying areas for improvement and opportunity.
• Document insights, procedures, and processes that work and share with the team.
• Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
• Communicate new products and features to customers
• Make sure to follow up with customers until problems or issues are resolved.

What We're Looking For :

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant.

EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.