Customer Care Associate

Brigit • New York, NY

10d • $50,000 • Hybrid

About The Position

Brigit is a holistic financial health company that creates transparent, fair, and simple financial products to help members manage spending, avoid unfair fees, and build credit. The Customer Care Associate joins the team of agents handling basic customer care tasks and serves as a frontline contact for customers. The role focuses on responding empathetically to customer interactions, identifying trends in reported issues, and escalating concerns to the appropriate departments in accordance with Brigit’s brand and values.

This is a hybrid role based out of Brigit’s New York City office, with two required office days per week. The schedule is Sunday through Thursday, including one weekend day worked from home. The role is eligible for overtime. The annual base salary is $50,000; actual compensation may depend on qualifications, experience, skills, education, credentials, and location.

Requirements

• High school degree or bachelor’s degree.
• Experience working with Zendesk.
• At least 2 years of experience supporting customers through digital channels, including email and live chat.
• Passion for helping people and providing excellent customer care.
• Ability to work in a fast-paced environment and thrive amid ambiguity.
• Ability to manage a large volume of email inquiries and resolve customer questions in a timely manner.
• Empathy and problem-solving skills.
• Ability to work independently while collaborating with the broader team.
• Efficient and clear communication skills for resolving difficult customer issues.
• Strong ability to identify trends or problems and find creative solutions.
• Ability to respond professionally to negative feedback or user interactions.

Responsibilities

• Respond to customer emails and live chats, with a goal of handling 200 tickets per day depending on volume.
• Learn and become an expert in the issues and situations for which users need assistance.
• Identify customer-reported issues and create Jira tickets for other departments to review and resolve.
• Escalate tickets as required and follow through until resolution.
• Acknowledge and respond to management feedback regarding quality assurance, attitude, or performance reviews.
• Escalate all threats involving the Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB), Federal Trade Commission (FTC), legal matters, and other high-priority issues to management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible PTO policy
• 401(k) plan
• Paid parental leave
• Physical and mental wellbeing benefits, including Wellhub access to virtual workouts and discounted gym memberships, and Headspace covered virtual therapy sessions and unlimited on-demand health support
• Monthly reimbursements for Wi-Fi and cell phone bills
• Annual Learning & Development reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED