Job details

Customer Experience Associate (Full-Time and Part-Time)

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops).

Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly.

We’re also proud to have received recognition from the fintech world. Awards we’ve won include:

2023 Best Consumer Lending Program by Tearsheet
2023 Best Point of Sale Product by Fintech Breakthrough
2022 Best Consumer Lending Solution by Finovate
2022 Best Emerging Lending Platform by Lendit (now Fintech Nexus)

But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for financial services and 36 for SaaS companies.)

As a result of our efforts in building this healthy company culture, we’ve been nominated to several Great Places to Work lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together.

This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

Put customers first (they’re our raison d’être).
Act fast (leverage our startup environment).
Lead the way (show and tell).
Take ownership (everyone is hands-on here).
Be a good human (no egos, build financial products that do right by people).

Learn more about our values here.

The Opportunities

At Wisetack, we’re committed to providing our customers with a high-quality Customer Experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. Our customers are currently small and medium service-based businesses who rely on our point-of-sale financing product to help their businesses grow.

Wisetack is hiring for both full-time and part-time Customer Experience Associate positions. Your goal is to make our customers successful, and you will work cross-functionally with product, growth, and engineering to solve problems and channel feedback in order to continuously improve the product experience.

Responsibilities

Successfully resolve complex customer issues through the use of multiple support channels (email, sms, chat), but mainly over the phone
Responsible for owning and staying up to date with ongoing issues
Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with product and engineering teams to improve the customer experience
Work on various projects and initiatives to improve both the agent and customer experience
Handle customer escalations as needed

Requirements

2+ years of experience working in a customer-facing role
Strong troubleshooting skills
Strong passion for helping solve user issues, with unwavering patience and empathy
A team player who contributes ideas to improve processes
Self-motivated & self-starting; independent, proactive, highly responsive, flexible, and adaptable
Ability to work extremely well under pressure in a fast-paced environment
Excellent verbal and written communication skills
Ability to explain decisions and present information clearly, as it pertains to company policies
Strong attention to detail, and highly organized
Analytical approach to navigating, investigating, and understanding how products work
Aptitude for learning new products, processes, and systems
Stable and reliable internet connection