Customer Support Representative - US

🔭 Our mission & vision

Our mission is simple. We want every working person globally to have complete financial freedom by giving them power over their pay.

Power over pay means the ability to instantly access, track, save and manage earned wages. We want to transform people's lives and the organisations they work for.

Job Description

Our Mission:

Wagestream is the global leader in Financial Wellbeing. We provide an income streaming solution for employers to give employees instant access to their earnings, and prevent them ever having to go into debt between pay cycles.

We were founded for a social purpose to reduce the poverty premium. We believe the monthly pay cycle is fundamentally broken and unfair to employees, and that we can fix it. We know financial services are better served through the employer, and have built a set of tools [track, stream, save, learn], that boost the financial resilience of a workforce and have a measurable and proven impact on employee retention and productivity.

We love our clients and do everything we can to support them. We already help 750,000 employees access their income when they need it, across some of the largest organizations in the UK including the NHS, Bupa, Stonegate Pubs and Rentokil. In July 2020, Wagestream raised additional funding to expand into new markets in Europe and North America. Our mission is to provide fair financial services to all and our technology has started to create a whole new category; the workplace bank.

About Customer Support:

The Customer Support team is responsible for rolling out the red carpet when employees use Wagestream to access their wages; from their first login through their entire end-user experience. Our team sits in the heart of Wagestream, supporting and maintaining relationships with Wagestream clients and their colleagues. Working together with our Commercial and Engineering teams, we deliver exceptional service for our clients in the pursuit of bringing Wagestream to as many employees as possible. No two days are the same and we like it that way!

Responsibilities & tasks

Customer Support Representatives are responsible for:

Communicating effectively and promptly with a variety of customers: specifically must be able to provide a clear understanding of technical issues/steps to resolve.
Maintaining a positive and empathetic attitude toward customers at all times.
Knowing our product inside and out so that you can expertly answer customer inquiries.
Demonstrating keen problem-solving skills, the ability to think on your feet, and taking initiative.
Handling technical escalations, reproducing issues, and working with engineering to achieve resolution as required.
Help develop, standardize, and implement best practices and standard operating procedures.
Analyze ticket data to understand top contact drivers, spikes in volume, and trends
Identifying new and providing feedback on self service articles.
Working closely with the team, management, as well as cross-functionally with other departments to ensure we create and deliver effective, efficient, and meaningful support experiences for our customers.

Ideal candidate

You would be great for this role if you:

(But if you’re close & passionate about working at Wagestream… that’s still a conversation we would like to have!)

Fluent in English, speaking and writing.
Previous experience in technical customer support
Are an effective writer and can clearly communicate with others.
Have an interest in FinTech.
Can maintain focus in a rapidly growing and changing start-up environment.
Exhibit razor-sharp time-management skills.
Have exceptional listening skills to be able to understand, empathize and resolve issues.
Are proficient in MS Office (Excel/Word/PP).
Have a positive attitude and enjoy helping/teaching others.
Want to be a part of something great!
Bonus points if you have:

Used a customer support software in the past (i.e. Intercom, Zendesk, Salesforce, familiarity with CRM systems (Intercom/Zendesk/Salesforce/Help Scout) and practices as well as online community management tools.
Financial technology or banking experience.

Skills & qualifications

How to apply

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🤑 Ethical Capital / Finance

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