Member Experience Associate

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.

About the role

This job will be a great fit for an individual who is an empathetic customer-obsessed individual who loves to solve problems. As a Fintech company where customer care is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our 24x7 operations. The member experience associate is a role in our org that will be part of an elite benchmark team. The focus of the team is to become an in-house center of excellence capability that will be responsible for building the future of care at EarnIn. 

We are looking for advocates who will provide empowering experiences for our customers and drive end-to-end resolutions to our customers while helping us build the processes and procedures behind our service. Member advocates should maintain a high level of professionalism and empathy driving high-value customer experience interactions. Ultimately, you will help establish the future of EarnIn’s customer care service by owning the resolution of customer concerns and reporting to the correct teams to eliminate future issues. You will work closely with a team of product managers, product specialists, engineers, and Tier 3 associates.

This is an in-office role, 5x a week. (Mountain View, CA), some weekend shift flexibility required. The US base salary range for this full-time position is $65,000 - $75,000 + equity + benefits. Our salary ranges are determined by role, level, and location.

What You’ll do:

Daily responsibilities will include resolving customer problems and complaints, recommending solutions, and guiding customers through product features and functionalities. To be successful in this role, you should be an excellent written and verbal communicator who's able to earn our customers' trust in 240 characters (or less!).

Service:

• Empathetic customer service that is focused on the human as well as solving the problem.
• Resolve customer questions, concerns, and product issues by engaging the customer resolving using critical thinking
• Respond to customer concerns on time and empower them during and after your service— the customer should leave much much better after the interaction with you.
• Monitor, investigate, research, and be proactive about solving problems, and customer issues and identifying areas for improvement and opportunity.
• Document insights, procedures, and processes that work and share with the team.
• Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
• Communicate new products and features to customers
• Make sure to follow up with customers until problems or issues are resolved.

What We’re Looking For:

• 1+ years of experience working in a role that had a direct impact on customer experience and/or customer experience-related operations
• Bachelor's or equivalent industry experience
• Empathetic customer service associate focused on the human
• Great communicator and storyteller who can motivate, influence, and advise others
• Demonstrated ability to foster collaboration and facilitate teamwork
• Demonstrated ability to be solution oriented using critical thinking, common sense, and proactive problem solving skills
• Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly changing environment
• Hands-on and willing to get hands dirty on execution.
• Tech-savvy and multiple tool and software power users.
• Willingness to travel up to 8 weeks per year.
• Ability to train and lead groups of customer service representatives.

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant. 

EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.