Client Support Associate

| New York City, NY +80 more | Remote | Hybrid
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Alloy is where you belong!

Alloy’s mission is to make financial services safe and seamless for everyone. Our command center for identity and risk enables financial service companies of all shapes and sizes to access over 100+ third-party data sources in real-time and make instant decisions as it relates to onboarding, transaction monitoring, and credit underwriting. We’ve analyzed and decisioned upon millions of consumers and businesses, enabling our customers to build and scale their financial products. 

We're backed by venture capital firms that have taken countless companies to IPO like Lightspeed Venture Partners, Canapi Ventures, Bessemer Venture Partners, Primary Venture Partners, Eniac Ventures, and others and we’re excited to bring on incredibly talented individuals to help take us to the next level!

Why we’re hiring

We are seeking a Client Support Associate candidate who possesses excellent communication, organizational, and prioritization skills. If you love to solve complex problems in a fast-moving environment, look no further! 

What you’ll be doing 

As the Client Support Associate, you will assist with client support operations. This is a highly collaborative role focused on owning and resolving client requests and inquiries via helpdesk tickets and virtual calls. 

As the Client Support Associate, you will:

  • Triage, interpret, and respond to inbound client inquiries or requests within our ticketing system
  • Understand and identify client needs, propose solutions, and escalate when needed
  • Collaborate with the Escalations team to resolve tickets that require an escalation
  • Work with the Support team to create internal and external support resources
  • Learn the ins and outs of the Alloy dashboard to enable our clients 
  • Schedule virtual calls with clients to provide support or a product demo
  • Identify and escalate client pain points or incidents by leveraging bug reports and feature requests
  • Create and deliver delightful client experiences!
  • Some on-call weekends may be required

Who we’re looking for

Alloy is looking for a results-driven individual passionate about innovative technologies in financial services. 

  • You have 1+ years of experience in a client-facing role 
  • You are adept at troubleshooting complex issues that require multiple steps to solve
  • You have a general understanding of API technology
  • You have a general understanding of conditional logic
  • You possess outstanding interpersonal skills, both verbal and written; these skills are key as you should have a knack for explaining complex concepts in a straightforward, clear way to clients who may have limited knowledge of the topic
  • You demonstrate a drive and ability to achieve goals in a fast-paced deadline-driven environment
  • You possess excellent organizational skills, and are adept at balancing and running multiple priorities
  • You are curious and have a desire for continuous learning
  • You approach problems with an analytical and process-oriented mindset
  • Experience with ticketing platforms (e.g Zendesk) is preferred, but not required!
  • Ability to work a periodic weekend on-call rotation.

Benefits and Perks!

  • Unlimited PTO and flexible work policy; we are remote for most roles!
  • Medical, Dental, Vision, HSA employer contribution, FSA, and FSA dependent programs
  • 401k with 100% match up to 4% with immediate vesting and eligibility
  • $500 to set up your WFH space - a one time thing
  • Monthly commuter contribution
  • Monthly credits for groceries from Public Goods
  • Monthly credits for Seamless
  • Monthly wellness credits to ClassPass
  • Annual Citi Bike membership
  • Annual $1,000 learning & development stipend
  • 4 free therapy sessions and 1 year of talk therapy

We're a lean team, so your impact will be felt immediately. If this all sounds like a good fit for you, why not join us?

How to Apply

Apply right here. You've found the application!

Alloy is proud to be an equal opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter.


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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
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Greensboro, NC
Hampton Roads, VA
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Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
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Louisville, KY
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Minneapolis–Saint Paul, MN
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Other US Location
Palm Bay-Melbourne-Titusville
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Phoenix – Mesa – Scottsdale, AZ
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Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • SisenseAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • NotionManagement
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

An Insider's view of Alloy

What’s the vibe like in the office?

The best way I can describe it is a silly encouraging family who happens to love KYC. I am surrounded by supportive, brilliant co-workers, who are all very much themselves with an undisputed passion for the company as well as a leadership team that genuinely cares about the well being of their employees.

Leigh

Software Engineer

What's the biggest problem your team is solving?

Basic financial services should be safe and seamless for EVERYONE to sign up for. With every client my team (sales) brings on, we’re making financial products more accessible.

Monica

Senior Mgr Business Dev (Partnerships)

What makes someone successful on your team?

Curiosity and grit will set you up for success on our team! When I joined Alloy, I learned about the relationship between identity and bank applications. From there, I created a knowledge base for clients, and today I manage our support team.

William

Manager, Client Support

What is your vision for the company?

Alloy wants to enable fair, safe and seamless financial services for better identity decisions and more inclusive banking.

Laura

Chief Revenue Officer

How do you empower your team to be more creative?

One of Alloy’s values is to “be bold”. This helps the team to have a go-getter, proactive attitude towards challenges big and small as we scale. We also feel supported by our team to try out new strategies, set 1:1 time with SME's across the org. for advice, and be encouraged to fail because we learn so much and grow in that experience.

Priscilla

Sr Tech Recruiter

What are Alloy Perks + Benefits

Alloy Benefits Overview

Perks & Benefits
- Unlimited PTO plan encourages team members to take time off so they come back refreshed
- FSA/FSA Dependent/HSA with $100/mo employer contribution
- Premium medical, dental, and vision coverage for employees and their dependents
- Care Teams that provide integration of COVID-19 screening and testing, 24/7 primary care both virtually and in person in our offices, mental health, benefits navigation and more
- $200 matching donations for employee's choice of non-profit
- $250 home office stipend to get your remote working environment up to par
- $150/mo wellness benefits contribution to spend as you'd like on gym memberships or ClassPass
- $50/mo employee appreciation fund - spend it on anything from groceries, wfh supplies, netflix, spotify, etc.
- $1000/yr annual Learning & Development stipend - for anything that will make you better at what you do.
- $5,000 employee referral program ($1,000 charitable donation to employee's choice of a non-profit + $4,000 directly to the employee)
- Free therapy sessions through our healthcare partners for every team member to support your mental health
- Up to 16 weeks parental leave options and support in returning to work
- Flexible work hours to accommodate your needs
- Memorable team events, retreats, and off sites throughout the year like visiting a goat sanctuary bee farm, plant propagating class
- In office Mother's rooms
- In office massages to help relax
- Conveniently located office (New York’s Union Square)
- Pet-friendly work environment
- And oh so many snacks & beverages

Culture
Partners with nonprofits
Open door policy
OKR operational model
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Our remote work program includes work from home until at least 2021
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Inclusive candidate experiences Hiring and unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Alloy's team fitness initiatives include weekly remote workout or yoga sessions.
Mental health benefits
Four free therapy sessions!
Financial & Retirement
401(K)
Alloy's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from with low expense ratios and fees.
401(K) matching
Alloy provides employees with a 401(k) matching plan. We match 100% of contributions up to 4% of an employee's annual gross pay.
Company equity
Alloy offers stock options, including vesting over a three-year period with a standard one year cliff.
Performance bonus
Charitable contribution matching
Alloy matches up to $200 per employee charitable contributions.
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 16 weeks of parental leave for the primary caretaker. Alloy. also provides 16 weeks of leave for the secondary caretaker.
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Employees receive 40 hours per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Alloy has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix + Spindrift you can handle.
Some meals provided
We provide free breakfast on Monday. Employees get free lunch on Monday, Wednesday.
Company-sponsored happy hours
Happy hours are hosted once per month with memorable events throughout the month held virtually.
Onsite office parking
We offer employees parking for bikes in our office!
Pet friendly
Alloy's pet policy is dog friendly daily
Recreational clubs
Get involved at Alloy like our Book Club!
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
$500 no questions asked stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
We offer $1000 annually for continuing education.
Customized development tracks

Additional Perks + Benefits

Our culture and community supports team members to feel appreciated, motivated, and pride in their work. Alloy works tirelessly to provide team members with meaningful and thoughtful benefits & perks whether if it is to support those big moments in life like birthdays, anniversaries or new additions to the family or to celebrate company milestone like our recent Series B raise! We love to show gratitude for hard work and successes through things like CEO Care Packages, a shoutout in the #props slack channel or by an Executive Leader in company-wide meetings for a job well done, pick me up gestures, and other fun surprises. We care a lot about our team members, which is why we also conduct an annual survey to assess our benefits offerings. Because of that, we're continuously making improvements to things like our health insurance plans, 401k matching program, or HSA employer monthly contributions to name a few. In addition, every employee receives stock options in the company sharing in the company's success.

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