Customer Support Associate

$35k – $40k • % – 0.1%

*Note: We are always reviewing Candidates for this role on a rolling basis. While we may not be hiring immediately, we're expanding our team almost every quarter in 2021, and our company is consistently growing.

Do you want to make a serious impact in the lives of others? Do you have student loan debt, or know someone who does? Maybe you can relate to our Customer base already.

Join Savi as a Customer Support Associate. Savi is a leading social impact technology startup based in DC that is working to solve the student debt crisis. Our mission is to help the 46+ million student loan borrowers better understand their debt, find federal forgiveness programs, and enroll. Our customers are at the heart of all we do here at Savi, and as a Customer Support Associate, you will help drive the reactive support to ensure a successful customer journey.

This requires functioning as a subject matter expert on student loans, borrowing, and the Savi tool. You’ll provide product guidance and help our customers understand their loan repayment and forgiveness options. You will also use these interactions to help inform our product development roadmap.

*Responsibilities *

• Provide the highest quality customer support to student loan borrowers using the Savi tool, helping them navigate the registration process and successfully save time and money on their student loans
• Manage the queue of incoming support cases via phone and email to ensure friendly, timely, and effective resolution of questions and issues
• Answer customer inquiries and requests through email, phone and chat support in a timely manner
• Investigate product bugs, alone and through collaboration with the engineering team
• Be the product expert and open to learning all facets of the business, product, and services for continued growth opportunities
• Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible
• Go the extra mile to ensure our customers are successful and happy

*Requirements *

• Associates degree (Bachelor's preferred; Spring 2020 welcome to apply)
• 2+ years’ experience in a customer experience, customer service, retail, or operations role
• Excellent oral and written communication skills - you are very comfortable on the phone
• A positive attitude and eagerness to get tasks done well, no matter how big or small
• Ability to think on your feet and solve problems as needed
• High level of intuition, ability to prioritize tasks independently
• Relentless problem-solver; confident at troubleshooting and able to investigate if you don’t have enough information to resolve customer issues

It’s a plus if you have…

• Experience in a start-up environment and/or in a Customer Support/Success role.
• Experience with a helpdesk support/CRM tool (ie; Zendesk, Freshdesk)
• Interest and/or knowledge of student loan policy

To be fast-tracked, mention Rise in your application.

If you’re a person that loves the challenge of a fast-paced, startup environment and a collaborative team then this might be the role for you! Don't forget, we're a small and nimble team today, and the growth potential with Savi is immeasurable.

Please tell us in your cover letter why you are interested in this role, in Savi as a company, and why you’d be a great fit. Thanks so much for reading and we look forward to hearing from you.