Fold’s Customer Support Associate will join a team dedicated to consistently maintaining outstanding customer support standards. This position requires a thoughtful and enthusiastic professional who is passionate about creating best-in-class customer experiences.
How You’ll Have an Impact On Customer Support
- Develop a deep understanding of Fold’s products in order to help customers navigate through processes and bugs
- Maintain customer relationships by effectively managing and responding to incoming inquiries, facilitating resolution, and documenting related actions
- Escalate customer issues as needed to facilitate effective resolution of issues
- Assist in onboarding customers who require manual KYC verification
- Build strong relationships with customers, based on trust, honesty, and delivering exceptional customer service
- Ensure compliance with regulatory requirements impacting customers
- Document and refine our customer service processes and procedures
- Other duties as assigned
Why We’ll Love You
- You have a demonstrated passion for customer service, and take pride in delivering exceptional customer support experiences
- You like to have fun, and want to be part of a team that is building an innovative product
- You have experience working for an early stage startup, and are able to balance the optimism and pragmatism that are required to work in that environment
- You’re intellectually curious, comfortable rolling up your sleeves to find solutions and learn new things, with a focus on supporting the growth of the company
- You’re excited about our mission, and by the thought of disrupting legacy business models in the industry
- You have the drive to initiate and follow through on projects with little oversight, and the grit to work through obstacles while collaborating with the team
- You have experience working with cross-functional teams to achieve shared goals
- You excel in communicating, as it is crucial to the smooth operation of our distributed team
Why You’ll Love Us
- We’re a highly collaborative, fully remote team
- Generous benefits, including health, vision and dental insurance
- Unlimited time off policy - we trust you to manage your own time
- Paid parental leave
Company retreats and onsites (at least, after COVID)