We're a fast growing startup seeking a detail-oriented and customer-focused escalation
agent to join our team in SF. The ideal candidate thrives in a fast-paced technology startup
environment, excels at solving problems, and has a proven aptitude for building, tinkering,
and practical hands-on tasks. This role requires a strong sense of teamwork, common
sense, and a commitment to quality and efficiency.
Special considerations that have the following availability:
Afternoons - Night (6-8 hours between 1pm-9pm)
Weekends (8 hour shifts)
The Customer Service and Risk Evaluation Specialist will provide excellent customer
support and screen potential customers for subscription eligibility. They will manage
incoming inquiries across various channels and assess customer applications to ensure we
serve the best-fit subscribers while minimizing risk.
Customer Support Tasks
Respond to customer questions and concerns via email, SMS, calls, and live chat
across multiple merchant platforms.
Provide clear, accurate information and assistance regarding subscriptions, billing,
and account management.
Represent our merchants’ brand voice and communication style to ensure
seamless customer interactions.
Customer Screening Tasks
Contact applicants directly by phone to verify information and gather additional
details.
Analyze customer profiles and application information to make informed
recommendations on approval or denial.
Identify potential red flags or inconsistencies in applications to mitigate risk.
General Tasks
Work closely with both Customer Service and Screening teams to share insights
and feedback.
Maintain thorough documentation of customer interactions and decisions in the
CRM.
Stay up-to-date with policies and processes to accurately represent the company
and support compliance.
This role requires strong verbal and written communication, a proactive
approach to problem-solving, and the ability to assess customer intent and
eligibility to enhance customer satisfaction and safeguard our services.
1.) Resolve Escalated Inquiries
- Handle complex customer service questions and escalations across multiple products and
brands via phone, email, and text.
- Provide clear, empathetic, and effective resolutions to ensure customer satisfaction.
2.) Problem Solving and Troubleshooting
- Diagnose and resolve issues with a hands-on and practical approach.
- Collaborate with internal teams to address technical or product-related concerns.
3.) Quality Assurance
- Ensure all customer interactions align with company quality standards.
- Maintain a high level of accuracy, professionalism, and efficiency in all communications.
4.) Team Collaboration
- Work closely with other team members to share insights and solutions for recurring
customer issues.
- Contribute to a positive and supportive team environment.
5.) Process Improvement
- Identify trends in customer issues and recommend solutions to improve product or service
quality.
- Assist in developing new tools or processes to enhance efficiency.
6.) Multitasking in a Fast-Paced Environment
- Thrive in a high-volume, fast-paced technology startup environment.
- Manage multiple tasks and channels (phone, email, text) effectively while maintaining
attention to detail.
7.) Customer Advocacy
- Act as a liaison between customers and the company to ensure customer needs are met.
- Provide feedback to product or brand teams to enhance the customer experience.
8.) Commitment to Continuous Learning
- Stay updated on product knowledge, tools, and best practices to deliver superior customer
service.
- Adapt quickly to new processes or technology changes within the company.