Customer Experience Associate - job 1 of 2

As a Customer Experience Associate at Wisetack, your key responsibilities include being the go-to expert for merchants and borrowers, providing friendly troubleshooting, managing written support inquiries, staying on top of ongoing customer cases, collaborating with other teams, and taking part in initiatives to enhance customer and agent experiences.

To apply for the Customer Experience Associate role at Wisetack, a bachelor's degree is preferred, along with at least 2 years of experience in a customer-facing role. You should have excellent verbal and written communication skills and be comfortable working on customer calls, as well as proficiency in Salesforce and customer service tools like Zendesk.

The Customer Experience Team at Wisetack significantly contributes to the company's success by ensuring that customers receive exceptional service and support. This team is recognized in customer feedback for their responsiveness and dedication, reflected in our impressive NPS score of 79, which helps to maintain strong relationships with service-based businesses.

As a Customer Experience Associate at Wisetack, you should be prepared to work weekends, dedicating up to 90% of your time to customer calls. This flexible schedule aligns with our commitment to providing timely support to our clients.

The hourly rate for the Customer Experience Associate position at Wisetack is $25.00, supplemented by equity and a benefits package designed to attract and retain great talent.

In answering this question, focus on specific examples from previous positions where you successfully addressed customer needs, handled support requests, and improved service quality. Highlight your communication skills and your ability to build rapport with customers.

When responding to this, emphasize your strategies for remaining calm and empathetic. Discuss techniques like active listening, validating their concerns, and working collaboratively toward a solution. Provide a brief example if possible.

Discuss your experience with customer service platforms like Salesforce and Zendesk. Highlight how you've utilized these tools to effectively manage customer interactions and improve response times.

Share a clear, concise story demonstrating your problem-solving skills. Detail the situation, your thought process, the actions you took, and the outcome, showcasing how you maintained customer satisfaction throughout.

Indicate your approach to time management and task prioritization, perhaps by using a method like the Eisenhower Matrix or other tools. Speak about balancing urgent requests with ongoing cases and collaborating with your team.

Reflect on how customer experience builds trust and loyalty in the fintech sector, especially when financial products impact users' businesses directly. Share insights into how a strong customer experience can drive user retention and business growth.

Discuss strategies you use to maintain enthusiasm during repetitive work, such as setting personal performance goals, focusing on the positive impact you have on customers, or finding ways to innovate the process.

Tie your skills, experience, and values to the qualities Wisetack looks for in a candidate. Emphasize your passion for customer service, your adaptability in a fast-paced environment, and your alignment with the company’s mission and values.

Illustrate your approach to written communication by emphasizing clarity, conciseness, and warmth. Mention how you ensure customers feel valued while addressing their specific issues and how you use tools to maintain a professional tone.

Talk about your commitment to continuous improvement in customer service skills, such as attending relevant training, reading industry materials, seeking feedback from peers, or engaging in customer feedback analysis for insights.