[Remote] Customer Experience Specialist

Note: The job is a remote job and is open to candidates in USA. Relay is a digital banking platform that empowers self-made business owners with financial tools and insights. They are seeking a Customer Experience Specialist to support their growing customer base and enhance their customer support engine.

Responsibilities

• Engage and support customers via phone and email in an empathetic, professional and proactive manner
• Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
• Investigate and problem-solve together with team members from Engineering, Risk, Product, and beyond to troubleshoot customer issues and get results in a timely manner
• Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
• Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
• Collaborate closely with Marketing, Product, and Engineering on customer pilots, new feature launches and more!

Skills

• 1+ years of experience working in customer support or a customer-facing role
• Clear, concise and personable communicator both verbally and written
• Team-first mentality and take opportunities to share learnings and learn from fellow team members
• Deep empathy for customers and balance being resourceful and direct with customers
• Fine-tuned prioritization skills to maximize impact
• Ability to rise to a challenge; can handle change, conflict management, and uncertainty
• Naturally curious; loves to understand the 'why' behind a problem or question and isn't afraid to dig deep into problem-solving
• Proactive and finds opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
• Experience working with customer support tools or ticketing systems (Zendesk or similar)
• Prior tech start-up experience or worked in a fast-paced environment
• Proficient in Spanish

Company Overview