Credit Card Concierge

This is a remote position.

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 Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others.

Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & 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.

Cultural Values:

• Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.
  
• Minimalist - we are spartan in our design, in our code, and even in our processes.
  
• Speed of execution - we move fast & value decisiveness. We think speed drives quality.
  

Responsibilities:

• Deliver a high class concierge-level experience to every customer, owning and resolving issues end-to-end with a sense of urgency and care.
  
• Respond to customer queries in a timely, clear, and professional manner using Zendesk and Amazon Connect.
  
• Proactively troubleshoot and resolve issues related to payments, account access, statements, and technical bugs.
  
• Handle complex and escalated customer cases, providing effective de-escalation while ensuring resolution.
  
• Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement.
  
• Collaborate cross-functionally with Product, Engineering, and Risk teams to advocate for customer needs and drive problem resolution.
  

Requirements

Qualifications:

• Minimum of 3 years of customer service experience supporting US-based credit card or mortgage accounts.
  
• Experience delivering premium or high-touch/concierge-style support.
  
• Exceptional spoken and written English — impeccable comprehension, clarity, and diction required.
  
• Demonstrated ability to own and resolve customer issues from start to finish, including cross-team coordination.
  
• Strong organizational, time management, and problem-solving skills.
  
• High proficiency with support tools such as Zendesk, Amazon Connect, and Asana.
  
• Detail-oriented mindset — accuracy is critical in financial services.
  
• Bachelor's degree or equivalent experience in financial services or a related field.
  
• Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)
  

Location: HQ - Burlingame, CA (San Francisco Bay Area). Remote work - Rest of the US, Philippines