Senior Customer Care Specialist
Rain is a venture-backed fintech with a mission to enable billions of people to reach financial freedom. Our first product gives employees instant access to their earned wages, enabling people to start their journey to financial success. Rain is the fastest-growing startup in the category and was incubated with QED Capital, a top fintech venture fund.
The ideal candidate loves talking to people and proactively solving issues. You will be responsible for improving app engagement by making our users happy, working with our engineering team to solve any tech issues, AND providing a positive app experience through our live chat function by offering well-researched financial advice.
This job will be reporting to our Customer Service Manager and has the option to sit in our downtown Nashville office or operate remotely. You will be trained on Zendesk, customer service protocols, and financial wellness. You will be expected to educate and assist our customers in a fast and friendly matter.
Responsibilities
- Communicate with customers via phone, email, SMS, and chat (Zendesk/Intercom)
- Provide knowledgeable answers to questions about product, pricing, and availability
- Troubleshoot technical problems
- Work with internal departments to meet customer's needs
- Effectively communicate with our engineering team to resolve app bugs and problems
- Data entry in various platforms
Qualifications
- At least 5+ years of customer service experience preferred
- Conversational level Spanish preferred
- Experience in Customer Service or Customer facing role
- Expert in escalating or troubleshooting tickets
- Experience leading trainings and providing coaching
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Expert using ZenDesk
- Experience working in Financial Services or Fintech software companies
- Experience working in a high paced work environment
- A willingness to learn and grow
- Ability to multitask, organize, and prioritize work
- This is a full-time, hourly role.
Who We Are:
Rain is filled with people with a deeply rooted passion for our mission, who embrace diversity throughout our global team, and grow personally and professionally. We own what we do and let data guide our actions while working quickly and adapting to new challenges everyday.
We provide competitive salaries and great benefits to our employees, including:
- Flexible PTO
- Parental Leave
- Medical, Dental, Vision, Life, Disability coverage
- Equity Options
As an equal opportunity employer, Rain is committed to diversity, equity, and inclusion. Our people bring our products and organization to life, and every unique perspective makes us better. If you need accommodation in the recruiting process due to a disability, please email [email protected] or let your recruiter know.