Customer Support Associate - Empower Mexico

EMPOWER OVERVIEW
Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we're helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.
This year, Empower ranked #65 on Inc. 5000's Fastest-Growing Private Companies list - our third year in a row cracking the top 100 - and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America's Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022's Next Big Things in Tech.
Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles - we can't wait to meet you.
THE EMPOWER WAY
Great Expectations: We come up with bold, audacious goals for ourselves and go all out for impact
Owner Mindset: We give every employee latitude to act independently, make smart choices, and move the business forward
Spirited Debate: We love skeptics and seek counter opinions to challenge our personal assumptions and expand our view
Customer Obsession: We listen to understand, empathize, and create a memorable, rewarding experience for our community
Inclusive Collaboration: We believe diverse teams make the best decisions, and we strive to give diverse voices a seat at the table
No Jerks Allowed: We value our relationships and take the time to build trust and connection and communicate respectfully
WHAT EMPOWER OFFERS
Competitive salary
Generous equity package
Full healthcare benefits
Technology expense reimbursement
Work from anywhere
Customer Support Associate
Remote, Mexico
(Bilingual in English and Spanish)
JOB DESCRIPTION
Empower is looking for a Customer Support Associate in Mexico. You will be supporting our customers by providing customer-focused assistance, handling customer inquiries on a daily basis, and helping with enhancing the customer experience at Empower. In addition, you will escalate leading trends and drivers and engage proactively with the team to help with improving both the product and the customer experience. You will work as part of a small cross-functional team within the company that is exclusively dedicated to the Mexico operation.
Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times a year.
RESPONSIBILITIES

• Work on the frontline of the business: support calls, chat, and emails from our users
• Resolve a customer's issue with active listening and knowledge of our products and services
• Become knowledgeable of any pain points in Customer Support that our customers or team members are experiencing
• Advocate for customers from within the organization and drive changes that can improve their experience
• Create a seamless support experience for our customer base

QUALIFICATIONS

• Fluent written and verbal communication in both Spanish and English
• Work authorization in Mexico
• A BA/BS degree, 6+ months in a customer support role (a plus if within a fintech company)
• Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language
• Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers while maintaining a high level of empathy
• Ability to communicate cross-functionally and globally
• Availability on some weekends and holidays when needed

A strong plus if you:

• Have expertise in Zendesk
• Are familiar with the Mexican customer and have a basic understanding of the Mexican payments and financial environment

At Empower, we hire for people that push themselves to understand others and seek out ways to challenge their personal assumptions. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first. We are committed to building a diverse, inclusive, and equitable workspace where everyone (regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics) feels like they belong. Even if your experience doesn't exactly match up to our job description, you should feel empowered to apply regardless!