At Wisetack, we're building financially responsible consumer lending products that help service-based businesses thrive.
Wisetack is a well-funded growing startup founded in 2018 with a leadership team that comes from Lending Club, Affirm, Varo Money and other top FinTech companies. We're backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures, (investors in Airbnb, LinkedIn, Instagram, Dropbox, and many more).
We raised a $45M Series B and have invested in our people and technology while growing our partnerships. We grew 10x in 2021, and exceeded the goal of growing 4x in 2022. This is a fun stage in any company's lifecycle where we've got the core foundation built, a healthy growth rate, and a clear path to success, but you'd still be joining early enough to help shape the future of the company.
Most recently, we were recognized as the Best Consumer Lending Solution by Finovate Awards and have been selected by LendIt as a 2022 winner in the Best Emerging Lending Platform category for their Fintech Industry Awards. The external recognition is great, but we're equally — if not more — happy with the recognition from our customers. Our current NPS rating is a sky-high 78 (industry average hovers around the 40s or 50s, depending on who you ask). We're proud that we're building a product that customers love as well as being recognized as a Great Place to Work by our team members.
The Role
At Wisetack, we're committed to providing our customers with a high-quality customer experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. The CXAI will collaborate cross-functionally with product, growth, and engineering to solve problems and channel feedback in order to continuously improve the product experience.
Responsibilities
- Successfully resolve complex customer issues through the use of multiple support channels (email, sms, chat), but mainly over the phone.
- Responsible for owning and staying up to date with ongoing issues.
- Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with product and engineering teams to improve the customer experience.
- Work on various projects and initiatives to improve both the agent and customer experience.
- Handle customer escalations as needed.
Requirements
- 2+ years of experience working in a customer-facing role.
- Must be willing to work weekends.
- Strong troubleshooting skills.
- Strong passion for helping solve user issues, with unwavering patience and empathy.
- A team player who contributes ideas to improve processes.
- Self-motivated and self-starting.
- Ability to work extremely well under pressure in a fast-paced environment.
- Excellent verbal and written communication skills.
- Strong attention to detail and highly organized.
- Analytical approach to navigating, investigating, and understanding how products work.
- Aptitude for learning new products, processes and systems.
Bonus points
- Fintech experience
- Proficient in Zendesk and other CRM tools, such as Insightly
The compensation for the position is $25.00/hr, plus equity, and benefits.
Spend a little time on our About Us page researching our team and our values, and check out our Press page and our blog for more background on what we do. If you think this might be a fit, we'd love to hear from you!
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