Customer Support Agent

The Customer Support Team is seeking individuals with 2+ years of customer support experience to join their team as Customer Support Agents. In this role, agents will handle inquiries from customers via phone, chat, and email, providing compassionate and timely resolutions to their issues. Agents will also leverage their product knowledge to educate and empower customers through self-service tools, while serving as brand ambassadors for Imprint and partner brands. The team is dedicated to creating an inspired culture where agents go beyond simply answering questions, but also strive to solve problems and build customer loyalty through effective communication.

• 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