Customer Experience Analyst - Four Technologies

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. As an almost 20+ year old FinTech company that has gone from start-up to industry leader, we know how to innovate, simplify, and value all people. We are a company founded on our grit and we are constantly looking to the future. As an ever-evolving group of entrepreneurs and technologists, we strive to do the right thing period in all aspects of our work. We are a subsidiary of PROG Holdings (NYSE: PRG), an exciting FinTech holding company, with three business segments including Progressive, Vive Financial, and Four, a Buy Now Pay Later (BNPL) platform.

This role is a work-from-home position and can be performed remotely anywhere in the US.

WE ARE: A team of hungry entrepreneurs with big dreams, gritty fintech experts, passionate about disrupting big markets, joined on a mission to bring cutting-edge alternative credit products and new ways to look at how they are underwritten and delivered to the next generation of consumers who are losing interest in traditional credit. We like to move quickly, break things, make mistakes, and get better every day as long as we are continuously delivering.

YOU ARE: A highly skilled and empathetic customer service expert and adept problem solver who will assist Four customers with complex issues on a daily basis through email, chat, and other channels. You will handle dozens of messages daily, elevate issues requiring attention and improvement, and display customer-first and teamwork-centric attitudes. We’re looking for someone who can handle a large number of advanced issues with empathy, speed, and attention to detail.

ESSENTIAL FUNCTIONS

• Help customers solve critical issues with using Four’s services

• Display empathy and build rapport with customers

• Consistently have an eye toward improving the experience for our customers

• Be Four’s ears for customer issues and suggestions

• Be a voice for Four by delivering a world-class customer service experience

PREFERRED QUALIFICATIONS

• 3 or more years of exemplary customer service experience

• Experience with dedicated customer service platforms (Zendesk, Intercom, etc.)

• Attention to detail, process-oriented

• Able to work at high speeds while maintaining accuracy and tone

• Experience working remotely

• Experience proactively raising tech issues, bugs, and feature requests for dev/engineering teams to focus on, and knowing what is relevant and urgent

• Experience supporting and troubleshooting mobile app-based products

• Ability to thrive in a fast-paced, startup-like environment

WHAT WE OFFER

• Competitive Compensation

• Full Health Benefits; Medical/Dental/Vision/Life Insurance + Paid Parental Leave

• Company Matched 401k

• Paid Time Off + Paid Holidays + Paid Volunteer Hours

• Diversity Alliance Resource Groups

• Employee Stock Purchase Program

• Tuition Reimbursement

• Charitable Gift Matching

• Job-required equipment and services

Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.