Customer Care Associate

Brigit • New York, NY

4d • Hybrid

About The Position

As a Customer Care Associate, you will be joining a team of passionate agents responsible for all basic tasks of Customer Care. As the front line to our customers, your primary goal will be to handle all customer interactions with empathy, spot trends in customer issues and escalate to other departments in a manner that is consistent with our brand and our values.

Requirements

• High School Degree or Bachelor's Degree
• Experience working with Zendesk
• 2+ years of supporting customers through digital channels, including email and live chat
• Passion for helping people and providing incredible customer care
• Ability to work in a fast-paced work environment and thrive in ambiguity.
• Can handle a large volume of email inquiries and solving customer questions in a timely manner
• Empathy and problem solving skills
• Ability to work independently while remaining highly collaborative with the broader team
• Efficient and clear communication skills to resolve difficult customer issues
• Strong ability to spot trends or problems and creatively find solutions
• Professional response to negative feedback or user interactions

Responsibilities

• Respond to emails and live chats (goal is 200/tickets a day, depending on volume)
• Learn and be an expert in all the issues/situations our users need assistance with
• Be on the lookout for issues reported by customers and create Jira tickets for other departments to review/resolve
• Feel comfortable in escalating tickets as required and follow through to resolution
• Acknowledge all feedback given from management regarding QA, attitude, or performance reviews
• Escalation of all BBB threats, CFPB threats, FTC threats, legal matters and other high pressing issues to Management

Benefits

• Medical, dental, and vision insurance
• Flexible PTO Policy
• 401k plan
• Paid Parental Leave
• Physical and mental wellbeing benefits including Wellhub for access to virtual workouts and discounted gym memberships, and Headspace for covered virtual therapy sessions and unlimited on demand health support
• Monthly reimbursements to use against wifi and cell phone bills
• Annual reimbursement for Learning & Development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree