Job Details
At Propel, our mission is to build modern, respectful, and effective financial tools for low-income Americans. Our vision is that all Americans can make it through every month with dignity and abundance. Over 5 million people use our app, Providers, to manage the benefits they use to keep their family well-fed and healthy, stay up to date on critical government programs, save money and earn income. Read more about the impact of Providers here. Now we've expanded further into the financial services space, offering the best banking option for low-income Americans.
We're hiring a Partner Support Associate to join our CX team in either our Salt Lake City or Brooklyn offices! In this role, you'll provide exceptional support to our team at Ubiquity, ensuring that agents can succeed with every interaction they have with our customers. This support allows us to deliver the best possible experience to our Providers cardholders. We're looking for someone who will approach every interaction with a positive and can-do attitude, prioritizing customer satisfaction with the product.
Propel is a for-profit software company that holds its social mission at its core. Our investors include Andreessen Horowitz, the Omidyar Network, Kevin Durant, Serena Williams, and Nas.
What we offer:
- A people-first approach to management where we value CX's voices, support career development, and offer opportunities for career growth that interests you
- Meaningful work and a strong shared sense of mission
- A hybrid work environment with a dog-friendly office in Downtown Brooklyn and Salt Lake City. You'll only be expected in office two days a week.
- 20 Days of PTO
- 4% 401K match
- $10k lifetime spend towards Carrot Fertility
- Excellent Medical, Dental and Vision options
- Free access to Ginger mental health, Gympass, Headspace, One Medical, Rightway, Sofi, and Spring Health
- Fair, equitable, and competitive salaries. Propel believes that everyone should be compensated fairly and equitably. We set our salary ranges using compensation data from hundreds of NYC based startups at our stage. Additionally, pay is not determined based on location. The salary range for this position is $65,000 - $75,000, depending on experience. Equity and excellent benefits come with this position as well!
What you will do: - Handle all escalated support interactions from agents directly with customers
- Provide relevant and timely resolution to escalated customer concerns while conducting any necessary follow-up
- Coach and support agents on customer interaction questions
- Track support interactions through the ZenDesk platform
- Identify agent trends for CX process improvement and implementation
- Create monthly reporting based on escalation trends, focus agents, and process improvements to CX Leadership
- Work closely with CX Project Coordinator to provide feedback on the rollout of new processes and products.
- Partner with peers, CX Leadership and Debit Ops team members to drive improvements
What you have: - Customer first mindset and the ability to engage with our customers in a sincere and meaningful way
- Strong understanding of debit cards and banking services
- Ability to problem solve and think outside the box when offering solutions
- Experience with call center requirements, including Adherence, AHT and CSAT
- Knowledge of Disputes and/or Risk
- Desire to work with people who enjoy each other, laugh together and build an environment where all feel welcome and valued