Credit Card Concierge

This is a remote position.

About the Company

We have invented a new credit card powered by an advanced assetsecuring 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 assetsecuring process, worldclass 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 detailoriented, 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.
  

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  Responsibilities:
  

  • Deliver a high class conciergelevel experience to every customer, owning and resolving issues endtoend 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 deescalation while ensuring resolution.
    
  • Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement.
    
  • Collaborate crossfunctionally with Product, Engineering, and Risk teams to advocate for customer needs and drive problem resolution.
    
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    Requirements

    Qualifications:
    

    • Minimum of 3 years of customer service experience supporting USbased credit card or mortgage accounts.
      
    • Experience delivering premium or hightouchconciergestyle 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 crossteam coordination.
      
    • Strong organizational, time management, and problemsolving skills.
      
    • High proficiency with support tools such as Zendesk, Amazon Connect, and Asana.
      
    • Detailoriented mindset — accuracy is critical in financial services.
      
    • Bachelors degree or equivalent experience in financial services or a related field.
      
    • Flexibility to work US Pacific time 10 AM to 7 PM (with a 1hour break time in between)
      

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