Member Support Specialist (Contract)

NerdWallet’s mission is to provide clarity for all of life’s financial decisions. As a Member Support Specialist, you’ll provide account and technical support and share financial guidance resources with NerdWallet’s rapidly growing membership base. As part of the User Operations team, you will play a pivotal role in providing an excellent member experience on NerdWallet.com. You’ll help members with their free account as well as paid subscription issues, credit score questions, product recommendations, and more across all support channels.

We are looking for Nerds with a passion for helping people and an interest in personal finance as we significantly expand the product experiences offered to NerdWallet’s members. This role will consist primarily of responding to member requests across multiple platforms and providing consumers with appropriate resources and guidance as they continue on their financial journey.

Projects you may be working on in this position include: 

• Troubleshoot and resolve all types of account issues
• Respond to public-facing outreach such as app reviews and social media DMs
• Continuous learning and knowledge sharing to contribute to the team's greater success

Where you can make an impact: 

• Help consumers improve their lives through better financial decisions. You will do this by assisting our members in successfully utilizing the tools and features available through NerdWallet - always with their best interests in mind
• Become a true technical product expert across NerdWallet’s offerings
• Clearly communicate complicated topics to people of all ages, backgrounds, and financial situations, with empathy and understanding
• Follow all support processes accurately and escalate member issues as necessary
• Work efficiently and effectively, achieving maximum customer satisfaction in minimum time through quality interactions

Your experience:

We recognize not everyone will meet all of the criteria. If you meet most of the criteria below and you’re excited about the opportunity and willing to learn, we’d love to hear from you.

• Prior experience in a technical support or customer service role
• Familiarity with support workplace tools such as Zendesk, Confluence, JIRA, Trello, Slack, Google suite, Salesforce, Stripe, White Label Loyalty, etc.
• Exceptional written and verbal communication skills
• A people-centric attitude and passion for helping others
• A high degree of ownership and confidentiality
• Willingness to “nerd out” about consumer credit and personal finance!
• Remote work experience required
• Fintech experience preferred, but not required

Pay Transparency & Contract Details:

• The hourly rate for this position is $30/hour
• This is a W2 contract role hired by Magnit
• The estimated schedule for this engagement is 40 hours per week, within the hours of 9am-5pm PT, 5 days per week including one weekend day  
• The approximate duration of this contract is 6 months with potential for extension(s)
• Hours and shifts will be scheduled based on business needs, demand, and availability
• This position is 100% remote

#LI-Remote

#LI-3

#LI-DNP