Customer Experience Analyst

About the position

Join eToro as a US Customer Experience Analyst, supporting the Customer Experience Team Lead in enhancing our support program for U.S. users across equities, options, and crypto. We're looking for a confident communicator to provide top-tier assistance, extract key insights, and improve our services while shaping the future of our customer support initiatives.

Responsibilities

• Deliver exceptional service to our US clientele through chat, phone, and email channels, showcasing the highest levels of customer support.
• Serve as a representative of the company and its products, embodying excellence in every interaction.
• Provide valuable insights and feedback on issues, trends, and bugs impacting the overall customer experience.
• Engage in collaborative efforts with cross-functional teams to enhance customer satisfaction and operational efficiency.
• Exhibit a profound understanding of various workflows, policies, and tools to ensure comprehensive support.
• Aid the department in documenting updates and changes to processes, training decks, and flowcharts, contributing to ongoing improvements.

Requirements

• MUST have possession of Series 7 and 63 or 66 licenses.
• MUST speak Spanish fluently.
• Demonstrated strong service orientation.
• Team player with a positive attitude.
• Exposure to various support channels, such as voice, email, social, and/or chat.
• Minimum of 1-2 years of relevant experience, preferably in financial services, technology, and/or customer support.
• Flexibility and adaptability to meet the evolving needs of a high-growth and fast-paced organization.
• Experience in payments, fraud, account access, trust, safety, or other relevant operational domains is a plus.
• Authorized to work in the United States.

Benefits

• Hybrid work model
• Competitive salary
• Comprehensive benefits package
• Team events
• Cell phone stipend
• Daily lunch
• Gym stipend
• 6% 401K match
• 100% insurance coverage for the employee