The opportunity
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
What you'll do
Empower Customer Experience agents by providing timely, empathetic, and: accurate guidance via Help Desk tickets and live phone consultations
Guide Customer Experience agents through complex support workflows, including: account activation, login troubleshooting, and funding setup, using approved internal resources
Support Customer Experience agents in adhering to documented policies and: scripts to ensure a consistent, high-quality experience for the end customer
Assist Customer Experience agents in identifying issues that require: specialized escalation to licensed teammates or managers, providing clear instructions for routing
Review and coach agents on case hygiene to ensure internal documentation is: accurate and supports seamless team follow-up
Coach Customer Experience agents on using sound judgment to avoid speculation: and stay within the boundaries of approved support guidance when responding to broader customer inquiries
What they're looking for
- Aggregate feedback from Customer Experience agent interactions to highlight: recurring process pain points and product gaps to leadership
- Serve as a subject matter expert for Customer Experience agents on evolving: tools and workflows to ensure they remain proficient as the product changes
- Maintain flexible availability to ensure consistent internal support coverage: for Customer Experience agents during evenings, weekends, and holidays
