Customer Support Representative - Rosslyn, United States - Wagestream
Description
Our Mission
Wagestream is on a mission to bring better financial wellbeing to frontline workers.
We partner with some of the world's most famous employers, like Pizza Express, Asda and the UK's National Health Service, to give their teams access to fairer financial services - all built around flexible pay.
Over three million people can now choose how often they're paid, track their shifts and earnings, start saving, use budgeting tools, get free financial coaching, and access fairer financial products.
All in one financial wellbeing super-app.Wagestream is unique:
VC-backed and growing at scale-up pace, but with a social conscience.
The UK's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn 'premium' lower-income earners pay for financial services each year.
You'd be joining a team of over 150 passionate, ambitious people, growing in Europe and the USA, building a category-leading fintech product and all united by that same mission.
A day in the life of a Wagestream Customer Support Representative:
- Communicating effectively and promptly with a variety of customers.
- Maintaining a positive and empathetic attitude toward customers at all times.
- Knowing our product inside and out so that you can expertly answer customer inquiries.
- Demonstrating keen problemsolving skills, the ability to think on your feet, and taking initiative.
- Handling technical escalations, reproducing issues, and working with engineering to achieve resolution as required.
- Working seamlessly with the customer success department, collaborating closely to ensure a holistic approach to assisting customers and delivering exceptional service throughout their journey with our product.
- Working closely with the team, management, as well as crossfunctionally with other departments to ensure we create and deliver effective, efficient, and meaningful support experiences for our customers.
Requirements:
We are seeking individuals who possess a strong enthusiasm and eagerness to learn, with a dedication to providing our exceptional users with an optimal product experience.
Previous experience working within a financial regulated environment is highly advantageous, and while we will provide comprehensive training, having an interest in technology and a proactive attitude towards learning are essential attributes.
Location:
This is primarily an office based role and you will be required to work from our office located in Arlington, VA.
Please see details below under Shift Pattern 1 & 2.Hours of work:
up to 40 hours per week (8 hours plus 1 hour unpaid lunch break each day).
Shift Patterns available are:
Shift Pattern 1
- Monday through Thursday 12:00pm to 9:00pm EST (includes 1 hour unpaid lunch break) working from our office in Arlington, VA
- Friday 12:00pm to 9:00pm EST (includes 1 hour unpaid lunch break) working at your home/place of residence
Shift Pattern 2
- Saturday & Sunday 9:00am to 6:00pm EST (includes 1 hour unpaid lunch break) working at your home/place of residence
- Monday to Wednesday 9:00am to 6:00pm EST (includes 1 hour unpaid lunch break) working from our office
- While it will be common that your working hours align with the shift pattern you are hired for, there is a possibility that on occasion when the need arises to cover shifts, your shifts may fall between Monday to Sunday, which can start as early as 9:00am EST and finish as late as 9:00pm EST. You can work from _your home/place of residence, _if/when you are scheduled to work on a Friday, Saturday, Sunday._
On occasions when you are working from home:
- Must be able to work from your place of residence that is a quiet, distraction free environment.
- A public or shared office space, coffee shop or an area that has an unsecured shared internet space are not an acceptable place of work.
What will we do for you?
- 10 Days Annual Leave
on your 1 year anniversary
- Up to 5 Days Holiday rollover
- One days' paid leave for volunteering
- 5 Days Paid Sick Leave
- We want to invest in you financially, so we have a 3% 401k contribution match, _rising to 6% when we with $1m MRR_
- Medical and Dental Insurance
provided by TriNet - Engineers have access to our learning partner platform SkillerWhale to support you with your career endeavours
- We want every to achieve "Zen Mastery" with a free subscription to Calm work can be stressful and we want to help you switch off
to make WFH comfortable
- Swanky Brand new equipment
:
- Flexi working opportunities most of our team work core hours to allow touchpoints with their squad, but we also make sure you have time to pick up the kids at 3pm, or go fo
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