Customer Support - Advisor

This is a remote position.

Company Mission:

Our mission is to reduce the cost of capital across the world.

About the Company:

We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much  lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance  (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. 

Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models  for underwriting, and an incredibly smooth and efficient product experience for consumers to apply, activate, and  manage their credit cards. 

We’re looking for detail-oriented, driven, and empathetic customer experience managers who want to work with  intelligent, motivated, intense, and interesting people to provide people who are applying and people who have  received the Aven card with an extraordinary experience.

1. Depth and rigor of thought - we try to be rigorous in our thinking and dive into the details.

2. Minimalist - we are spartan in our design, in our code, and even in our processes.

3. Speed of execution - we move fast and value decisiveness. We think speed drives quality.

Responsibilities

● Responding to customer queries in a timely and effective manner via Zendesk or other customer support tools 

● Documenting and logging issues (as well as customer compliments and complaints)

● Stay informed and up to date on company offerings and services

● Maintain a professional and positive tone while addressing customer inquiries, primarily through SMS and  email.

● Identify and escalate critical issues to higher levels of support or management.

●   Must have an extensive leadership/management experience towards achieving goals, driving performance, developing people and fostering a healthy work environment

●       Experienced in customer-facing roles - hospitality, financial services, etc.

●   Superb communication, collaboration, and problem-solving skills.  

●   Proficiency, speed, and accuracy in written communication.

●   Fluency, clarity, and good diction in English

●   Flexibility to work US Pacific time 9 AM to 5 PM  

●   Great organizational skills & time management abilities  

●   Experience using customer communication tools (Zendesk), task management tools, Google Drive, Google Sheets and Email.

●   Detail Oriented - we’re financial services company so being correct about the details matter

●   Technical Proficiency - basic technical skills and familiarity with customer support tooling and systems