Part-Time Customer Support Agent

Who We Are

Imprint is building a payments and loyalty platform from the ground up to serve modern brands and their customers. Imprint is backed by Kleiner Perkins, Thrive Capital, Stripe, Affirm, Box Group, and leading angel investors, including the CEOs of Skims, AllBirds, WarbyParker, Plaid, and NuBank. We are focused on building a brilliant team who want to change payments and who embody Imprint’s Values.

The Team

The Customer Support Team is creating an inspired culture, where Agents don’t just answer questions, but solve problems. We view every interaction as an opportunity to educate and empower our customers. We are empathetic, human, and deeply committed to our customers and the brands they love.

Customer Support Agents are experts on Imprint and our products. Agents answer phone calls, chats and emails from customers and work to resolve issues such as sign-up inquiries, rewards questions, payments, account management and troubleshooting. Support Agents are the go-to people when customers have questions or need assistance beyond their self service options. These are the situations where the right Agent can make all the difference for a customer.

Your Day-to-Day

• Handle cardholder inquiries by phone, chat or email
• Build customer loyalty through effective communication, adapting style when needed to serve different customer profiles
• Research customer inquiries using appropriate tools
• Determine root causes and identify solutions to customer issues
• Leverage product knowledge to teach, demonstrate, guide and empower customers through self-service tools
• Provide compassionate, timely resolution to customer inquiries while maintaining a positive and friendly demeanor
• Document customer inquiries and feedback that will help improve our consumer products, tools and operational processes
• Serve as brand ambassador for Imprint and partner brands to ensure customer connection and loyalty

We Are Looking For Folks With

• 2+ years Customer Support experience answering phone calls and emails
• Passion for creating exceptional customer experiences
• Excellent verbal and written communication
• Exceptional organization and attention to detail
• Strong problem solving skills to identify root causes and offer best solutions to resolve the customer need
• Patience and empathy for customer frustrations

• Emphatic commitment to personal growth and development

Bonus Points

• Chat and social media experience
• Escalations or tier 2 support in a contact center
• Financial services industry experience
• Experience writing/developing wiki or customer help center content

Perks & Benefits

• Competitive compensation package
• Leading configured work computers 
• An understanding that successful remote work requires flexibility and an appreciation for asynchronous work

Hourly rate:  $21.50-$23 per hour