Sr. Customer Experience and Escalations Agent

Palo Alto, CA

Step is a next generation financial services company building the best banking experience to help teens and young adults achieve financial independence and knowledge at an earlier age.  Step’s mission is to create a bank that gives you the tools to become smarter with your money and reward you along your financial journey. Step is a well-funded Series A company focused on disrupting banking through a differentiated mobile-first consumer experience.  The founding team has extensive background in FinTech and building successful consumer products and brands. If you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you.

The Role

Step is looking for an experienced Sr. Customer Experience and Escalations Agent to handle escalated customer inquiries.  Money is an emotional and important part of everyday life and Step’s customer experience is a foundational piece of our overall product experience. The ideal candidate is capable of identifying solutions to complex financial questions while identifying potential risk, compliance and regulatory concerns. This role will also help liaison between support, risk, product and design to streamline communication, improve the customer experience and reach customer resolutions as promptly as possible.

Responsibilities

  • Serve as the escalated tier for customer support chat, email and occasional phone contacts.
  • Solving complex problems and answering questions in a real-time, professional, and friendly manner.   
  • Be the internal customer voice to report bugs, issues, or friction points that could lead to fraud, compliance or regulatory issues.
  • Develop processes to quickly identify solutions to challenging financial questions.
  • Work closely with risk and product teams to identify root issues and correct path of action.
  • Make key decisions for first tier support agents to resolve customer issues in real-time.
  • Continue to learn the business and take ownership of your role and responsibilities
  • Think ahead and provide solutions that anticipate future needs
  • Simplify complex processes and make it easy for customers to grasp
  • Can be flexible with your schedule availability and can work early mornings or weekend rotations, if asked

About you

  • College degree preferred
  • 3+ years experience with customer support at a startup, fintech, or highly regulated industry required
  • Strong understanding of banking and financial terminology and products required
  • Be responsible for making decisions around complex resolutions
  • Escalated customer support experience in a high-volume environment
  • Very organized and capable of prioritizing tasks in a dynamic work environment
  • Exceptional written and verbal communication skills with strong attention to details
  • Experience with current CRM and support software required
  • Experience in fraud and risk a plus
  • Strong experience in Google Suite, MS Office and Web based portal computer skills.
  • High level of integrity, professionalism and work ethic
  • Passionate about building relationships and improving customer experiences
  • Adapt to new situations by thinking on your feet
  • Genuinely curious about people and business, while inspiring passion in others

Schedule

  • Some weekends, overnight and overtime required

Your Opportunities

  • A place to learn and grow, and strengthen areas of interest through an interactive experience, along with a varied exposure to different processes and teams
  • A chance to work in a fast-paced organization focusing on innovation and growth
  • Opportunity to be involved in initiatives and have ownership of tasks focused on continuous improvement with shared interests of the company
  • Build strong relationships within and across teams

Working at Step

  • Competitive salary based on experience, with full medical and dental benefits
  • Stock in an early stage startup that is growing
  • Flexible WFH and vacation policy
  • Free daily lunches
  • Free snacks & drinks 
  • Monthly team events outside the office
  • Monthly stipend for commuter benefits and card testing
  • Office right next to Caltrain

The team

Step was founded by financial industry veterans CJ MacDonald and Alexey Kalinichenko to provide teens and their families with financial tools for today’s modern-day banking needs and to promote financial literacy for the future. The founding team has 50+ years in combined financial technology experience across companies like Gyft, First Data, Square and Google.

About the team