Customer Support Specialist

New York City / Genius — Customer Support / Full-time
Who we are
Albert is a new type of financial service that uses powerful technology to automate your finances, with a team of human experts to guide you. Our geniuses find savings you’re missing, identify bills you’re overpaying, help you pay down debt faster, save automatically for you, and much more. Text Albert a financial question, and we’ll not only offer guidance; we’ll help you make it happen.

We’re an LA-based startup with a proven business model, backed by top tier institutional investors, and over 6 million users who have trusted Albert to help them achieve their financial goals. We’re on a mission to improve the financial lives of millions of people with a simple, beautifully designed product, and we’re looking for thoughtful, talented people to join us on our journey.

About the role
In this fast-paced age of ours, customers want to know a company’s customer support is alway friendly and ready to assist, and this is especially true when it comes to people’s finances. That’s where Albert comes in! As a Customer Support Specialist, you are going to be the in-house advocates for our customers, primarily communicating through text to deliver a best-in-class experience to our customers. Your fingers will be like lightning bolts, tapping so quickly that sparks fly from the keyboard. (Don’t worry, we have fire extinguishers and great health care coverage, so...) You enjoy the mental equivalent of juggling eight balls in the air and you can react so quickly to questions that you start answering them before the customer even finishes asking. You are perhaps a little nerdy, techie, or artistic and actually would enjoy learning about finance and even appreciate the details thereof — and you don’t hold it against us that we just used the word “thereof” (and rather secretly like it).
In this role, you will...
  • Serve as the first line of defense for our wonderful customers as they text us with questions, concerns, and raving compliments
  • Help customers understand how to get the most out of Albert and provide assistance navigating the app as if you designed the thing yourself
  • Handle customer account cancellation requests, trying not to let your tears short circuit the keyboard
  • Document topics and other clerical tasks in our internal support tools as assigned by your manager
  • Assist teammates in diagnosing and escalating issues our users encounter using Albert’s bug reporting system, because we HATE insects!
  • Collaborate with team members on drawing up feature requests and product improvement recommendations using our homegrown customer support platform (because no one’s perfect, including us)
  • Build up the Albert brand with your insatiably and addictively friendly personality
  • ???? ---> who knows? Depending on your talents, we’ll have all sorts of fun projects for you
Now about you...
  • Awesome writing abilities, since you’ll be typing your heart out
  • The ability to convey personality through the written word as if you were speaking to someone rather than texting them
  • A built-in ability to multitask and juggle multiple conversations at once
  • Exceptional spelling and grammar, as well as an understanding of what “syntax” means
  • A keen understanding of policies and procedures and the ability to apply them quickly, correctly, and thoroughly (and did we mention “correctly”?)
  • A positive attitude that makes customers want to communicate with you (and your fellow employees not shudder at the thought of getting coffee with you)
  • No previous customer service work required, provided you have at least one year experience of being a great human being!
  • A bachelor’s degree, because there’s room for advancement and the extra skills help with that
Some benefits...
  • Competitive salary and meaningful equity
  • Health, vision and dental insurance
  • Daily meals provided
  • Monthly wellness stipend
  • 401k match
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