Customer Support Agent

The Customer Support Team is seeking individuals with a passion for creating exceptional customer experiences. As a Customer Support Agent, you will handle inquiries through various channels and work towards resolving customer issues and providing timely resolutions. With a strong emphasis on empathy and problem-solving skills, you will serve as a brand ambassador for Imprint and partner brands, ensuring customer connection and loyalty. This role requires excellent communication, organization, and attention to detail, as well as a commitment to personal growth and development. Bonus points are given for experience in chat and social media, tier 2 support, and the financial services industry.

• Handle cardholder inquiries by phone, chat or email
• Build customer loyalty through effective communication, adapting style when needed to serve different customer profiles
• Research customer inquiries using appropriate tools
• Determine root causes and identify solutions to customer issues
• Leverage product knowledge to teach, demonstrate, guide and empower customers through self-service tools
• Provide compassionate, timely resolution to customer inquiries while maintaining a positive and friendly demeanor
• Document customer inquiries and feedback that will help improve consumer products, tools, and operational processes
• Serve as brand ambassador for Imprint and partner brands to ensure customer connection and loyalty

• 2+ years Customer Support experience answering phone calls and emails
• Passion for creating exceptional customer experiences
• Excellent verbal and written communication
• Exceptional organization and attention to detail
• Strong problem solving skills to identify root causes and offer best solutions to resolve the customer need
• Patience and empathy for customer frustrations
• Emphatic commitment to personal growth and development
• Chat and social media experience
• Escalations or tier 2 support in a contact center
• Financial services industry experience
• Experience writing/developing w

• Competitive compensation and equity packages
• Leading configured work computers
• 16 days of PTO per year
• Fully covered, high-quality healthcare including fully covered dependent coverage
• Additional health coverage includes access to One Medical and option to enroll in an FSA
• 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• An understanding that successful remote work requires flexibility and an appreciation for asynchronous work