We are a profitable, mission-driven fintech company that provides quality financial solutions for people whose needs go unmet by traditional institutions. We serve people with complex needs and those who care for them, and it is an honor to wake up in the morning knowing that we have a profound impact on our customers' lives.
As a Customer Support Associate I, you will quickly become an integral member of our Customer Support team. You will field a variety of inbound phone inquiries from our cardholders, and provide warm, professional customer service to the people who rely on our services.
If you are someone who values helping people, gets energized by speaking with customers over the phone, has great attention to detail, verbal communication skills, and possesses a high degree of empathy and patience, this could be the role for you - we encourage you to apply!
We are looking for someone who can work either:
A set 24-hour per week schedule
Working three 8-hour days, which includes a 1-hour unpaid meal break (Monday - Friday)
Your start time would be either 6:00 a.m. PT // 9:00 a.m. ET or 9:00 a.m. PT // 12:00 p.m. ET
A set 25-hour per week schedule
Working five 5-hour days with scheduled rest breaks (Monday - Friday)
Your start time would be either 6:00 a.m. PT // 9:00 a.m. ET or 9:00 a.m. PT // 12:00 p.m. ET
Please indicate in our application questions which of these two options you'd prefer, as well as your preferred days worked and preferred start time.
This is a remote position, and you are welcome to work from anywhere in the US.
What You'll Do Provide exceptional support to our customers over the phone.
Learn and embody the "True Link Voice" - our unique way of communicating with customers.
Be a detective and a problem solver who helps guide our customers to the best possible solution.
Help individuals with unique financial needs navigate our product.
Share customer feedback and experiences with the team.
Proudly represent our company, which is known for providing top-notch customer support.
Who You Are Strong communicator - A patient, kind, and empathetic listener who is eager to understand where people are coming from and help them as much as possible.
Resilient - Energized by the opportunity to speak with customers over the phone for the majority of your day. On average, you can expect to take 11 to 13 calls per hour.
High degree of personal responsibility and ownership in helping customers - A punctual, trustworthy, and reliable professional who goes above and beyond to provide the best possible customer support. Eager to work on a team and create respectful, supportive relationships with teammates and customers. An absolute love for helping people!
Previous professional experience working in customer service, and/or personal or professional experience working with people with disabilities, vulnerable older adults, or people in recovery from addiction is a plus.
Ambitious and oriented to learning - Excited to learn and navigate new tech platforms, systems, and processes; interested in learning from feedback and dedicated to improving your skills. An optimist who maintains a positive attitude when faced with a challenge or problem.
Familiar with technology - Understands how to use a Mac computer, external monitors, and computer accessories to efficiently help our customers. Has a strong and reliable internet connection that can support working from home, and knows how to troubleshoot internet and/or technical issues if needed.
Why You'll Love Us We've got the energy and passion of a startup combined with the professionalism of a financial services firm and the compassion of a mission-driven organization that truly cares about each other and the people we serve.
With fifty million Americans in our addressable market, we are catering to tons of people who need our products and services across the country - and we've got the potential to reach many more.
Our customers are not only grateful for our services but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. Our customers and partners love us, and we love them back. You can end each work day knowing that you did wonderful work helping our customers.
We treat one another like we treat our customers: with respect and dignity. Diversity, equity, and inclusion are cultural values we take very seriously, and we welcome and recruit team members of all backgrounds and identities.
We offer competitive wages, paid sick leave, and the option to take company holidays off.
We like to have fun together! The majority of us work from home from all across the US, and we enjoy connecting virtually for laughs with teammates, and appearances of kiddos and furry friends over Zoom. We have small offices in SF and in Kingston NY.
If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people's lives, we invite you to apply to join our team. Please apply directly here on our website for us to consider your candidacy. We will only be reviewing applications submitted to our website. When you apply, please complete all questions on the application to be considered.