Customer Care Representative

ZayZoon

11d•Remote

About The Position

At ZayZoon, we've built a financial empowerment platform that helps businesses of all sizes make a real difference in employee financial wellness. The people on our Customer Care team are a direct, human connection between that mission and the employees we serve - when someone reaches out with a question or a problem, you're the person who makes sure they walk away feeling heard, helped, and taken care of. In this role, you'll own the full support experience across in-app chat and email, troubleshooting complex inquiries and knowing when to loop in the right people internally. Just as importantly, you'll be a real voice for our customers inside ZayZoon - surfacing patterns, flagging friction points, and bringing insights to the product, finance, and legal teams that shape how we build and improve what we offer. If you're someone who genuinely cares about getting things right for people and gets curious when something doesn't add up, this is a role where that instinct has real impact. Please note: We have four positions available with fixed shifts. You'll need to be available for one of the following shifts: Mon - Fri 12pm - 8pm MT [2 openings] Wed - Sun 10am - 6pm MT Tues - Fri 12pm - 8pm MT & Sat 10am - 6pm MT We'll try to match you to your preferred shift, but please only apply if you can commit to all the times listed above.

Requirements

3+ years of experience in a high volume, fast paced customer service or support environment, you know what it means to show up for people when they need help, and you bring that same care and consistency to every interaction at ZayZoon
Experience juggling multiple live chats and emails at once. You know how to triage, prioritize, and keep every customer feeling like they have your full attention
Clear, confident communication: you can break down a tricky concept into plain language, write an email that actually gets read, and give feedback on a confusing UI in a way that a product team can act on
Comfortability with change - new products, features, and processes roll out regularly, and you adapt quickly without missing a beat
Sharp troubleshooting instincts: when something isn't working, you dig in methodically rather than guessing - and you follow through until the issue is actually resolved
Comfort with collaboration: you work well across teams and know how to translate what customers are telling you into something useful for people in product, finance, or legal
Familiarity with tools like Google Workspace and Slack: you pick up new platforms quickly and use the tools you have to stay organized and keep communication flowing.
A real sense of ownership: you take your part of the customer experience seriously, look for ways to make it better, and care about the outcome for the person on the other end of the conversation.

Responsibilities

You'll be the first point of contact for ZayZoon customers, providing thoughtful support and clear guidance through in-app chat and email.
You'll troubleshoot complex or sensitive inquiries end-to-end, escalating to the right internal teams when needed and following through to make sure nothing falls through the cracks.
You'll bring the customer perspective into the room, sharing patterns, surfacing feedback, and contributing insights that help our product and growth teams make better decisions.
You'll play an active role in process improvements within Customer Care, spotting what's working, what isn't, and helping build the systems that make the team stronger.
You'll stay curious about tools and technology relevant to the team, and bring your ideas forward - we want to hear them.