Customer Experience Associate

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops). 

Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly. 

We’re also proud to have received recognition from the fintech world. Awards we’ve won include: 

• 2023 Best Consumer Lending Program by Tearsheet
• 2023 Best Point of Sale Product by Fintech Breakthrough
• 2022 Best Consumer Lending Solution by Finovate
• 2022 Best Emerging Lending Platform by Lendit (now Fintech Nexus)

But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for financial services and 36 for SaaS companies.)

As a result of our efforts in building this healthy company culture, we’ve been nominated to several Great Places to Work lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together. 

This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

• Put customers first (that’s our M.O.)
• Act fast (leverage our startup environment).
• Lead the way (show and tell).
• Take ownership (everyone is hands-on here).
• Be a good human (no egos, build financial products that do right by people).

Learn more about our values here. 

The Role

At Wisetack, we’re committed to providing our customers with a high-quality customer experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. Our customers are service-based businesses who rely on our point-of-sale financing product to help their businesses grow. 

As a Customer Experience Associate, your mission is clear: make our customers successful!  You’ll be the friendly voice on the other end of the line, helping businesses navigate and get the most out of our platform. Whether it’s answering questions, troubleshooting issues, or just providing an ear when they need it most, you’ll be a key player in keeping our customers happy and helping them grow.

Responsibilities

• Be the Go-To Expert: You’ll be the friendly voice that our merchants and borrowers call when they need help, guiding them through troubleshooting and tech support with ease. No two calls are the same – you’ll keep things exciting and solve complex issues with confidence.
• Written Support: Our customers love talking to us, but sometimes they like to send us a message instead. You’ll make sure customers feel heard and cared for even through written messages. No emoji overload here – just clear, concise, and caring communication that makes customers feel like they’re getting VIP treatment every time.
• Stay Ahead of the Game: Own your cases and stay on top of ongoing issues to ensure customers get the best solutions, fast.
• Teamwork Makes the Dream Work: You’ll team up with teams like Product, Growth, and Engineering to solve problems, share customer feedback, and drive improvements that help us build an even better product.
• Drive Improvement: Work on fun projects and initiatives within CX to make both the customer and agent experience even better – because we believe in making things awesome for everyone involved.

Requirements

• Bachelor's degree preferred 
• 2+ years of experience working in a customer facing role 
• Excellent verbal and written communication skills
• Must be willing to work weekends 
• Willing to manage up to 90% of your time on customer calls 
• Proficient in Salesforce 
• Proficient in Zendesk or another customer services software platform
• Aptitude for learning new products, processes, and systems

Bonus points

• Fintech experience 

Conclusion

The hourly rate for the position is $25.00, plus equity, and benefits. 

Spend a little time on our About Us page and check out our Press page and our blog for more. If you think this might be a fit, we’d love to hear from you!