Customer Experience Associate [Weekend Warrior]

Found

27d•$30 - $33•Remote

About The Position

The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey, from onboarding to successfully running their business with our tools and resources. Because our team is in constant conversation with our customers, we’re in a unique position to support the company by identifying customer trends, collecting product feedback, and triaging software bugs. CX Associates are key to this process, enabling product and policy improvements to make Found an effortless component of our customers’ work lives. We’re looking for team members who are passionate about providing the best customer experience possible to the independent professionals who trust Found with helping them manage their businesses. As a member of a growing team, you’ll also have a direct impact on how we build our team and how Found builds its product. I personally review every application, so if you have any questions please include them in your submission. Some recent team accomplishments include: Launching company-wide shadowing, to bring everyone at Found closer to our customers. Adding AI operations tasks to the team’s responsibilities, helping ensure that automation and AI service sounds like Found. Collaborating with product, design, and engineering teams to address frequent customer pain points to make positive changes for all of our users.

Requirements

2+ years experience providing outstanding customer support in a tech or startup environment.
Experience with common customer experience platforms (e.g. Zendesk, Salesforce, Intercom, etc).
An aptitude for working with customers over the phone and keeping conversations productive.
Comfort working remotely and experience working with distributed teams across different time zones.
Excellent written and verbal communication skills, with a focus on empathy and problem solving.
An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams.

Nice To Haves

First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment.
A basic understanding of banking, personal finance, and/or taxes.

Responsibilities

Support our customers via phone, email, and social media channels during Found’s support business hours. This role will specifically work Sunday through Thursday. We are not able to accommodate non-US applicants at this time.
Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all of the information they need before contacting support.
Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow.
Identify gaps in our internal processes and tools on the CX team and help develop and implement improvements.
Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering.

Benefits

401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation.
Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave.
Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents.
Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working.
Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees.
Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy

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