Customer Success Specialist
Propelus$60,000 - $70,000/year
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
FintechIndustries
Requirements
- 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
Responsibilities
- Resolve customer problems and complaints, recommend solutions, and guide customers through product features and functionalities
- Provide 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 using critical thinking
- Respond to customer concerns on time and empower them during and after service
- Monitor, investigate, research, and be proactive about solving problems, 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 products, and maximize their success with products and services
- Communicate new products and features to customers
- Follow up with customers until problems or issues are resolved
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary range for the Member Experience Associate role?
The US base salary range for this full-time position is $65,000 - $75,000 plus equity and benefits.
Is this role remote or in-office, and where is it located?
This is an in-office role requiring 5 days a week in Mountain View, CA, with some weekend shift flexibility required.
What key skills are required for this position?
The role requires empathetic customer service, excellent written and verbal communication skills, critical thinking to resolve issues, and the ability to build trust quickly.
What is the team structure like for this role?
You will work closely with a team of product managers, product specialists, engineers, and Tier 3 associates as part of an elite benchmark team focused on building the future of care at EarnIn.
What makes a strong candidate for this Member Experience Associate role?
A strong candidate is an empathetic, customer-obsessed individual who excels at problem-solving, provides high-value interactions with professionalism, and can drive end-to-end resolutions while contributing to processes.
EarnIn
Provides early wage access without fees
About EarnIn
Earnin allows individuals to access their earned wages before payday without any fees or interest. Users can cash out a portion of their earnings and benefit from features like the "Balance Shield," which helps maintain their bank account balance. Unlike traditional financial institutions, Earnin operates on a model where users choose how much to pay for the service, fostering a community-driven approach. The company's goal is to create a fairer financial system that prioritizes accessibility and mutual support.
Palo Alto, CaliforniaHeadquarters
2012Year Founded
$184.9MTotal Funding
SERIES_CCompany Stage
FintechIndustries
201-500Employees
Benefits
Life in balance - Ten company holidays and flexible time off so you can rest and recharge when you need it most. With pay, no catch.
Family matters - When your family grows, we want your focus on them. Our generous parental leave policy and wellness funds make it easy to put yourself and loved ones first.
Learn & grow - A commitment to career development that includes regular training for team members and managers alike, 360 feedback, and an annual stipend for growth opportunities.
Company culture - Employee Resource Groups provide growth opportunities and allow you to create the company *you* want to work at (more on that below).
Health & wellness - Flexible healthcare options across medical, dental, and vision—and a free Employee Assistance program offering mental health resources and legal advice.
Save & support - Includes Earnin’s 401(K) and FSA plans with tax advantages for retirement, healthcare, and dependent care expenses.
Risks
Legal challenges from deceptive lending allegations could harm Earnin's reputation.
Increased competition in early wage access may impact Earnin's market share.
Reliance on voluntary contributions may not sustain long-term revenue.
Differentiation
Earnin offers fee-free early wage access, unlike traditional payday loans.
Users choose their payment amount, fostering a community-driven financial model.
Balance Shield feature provides automatic deposits to prevent overdrafts.
Upsides
Earnin has facilitated over $15 billion in earnings access since 2013.
Recognition as Best Payments App highlights Earnin's fintech innovation.
Partnerships with gig platforms could expand Earnin's user base.
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