Customer Operations Specialist – Contract

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver account and technical assistance to NerdWallet members.

• Provide resources for financial guidance and support members in utilizing NerdWallet tools and features.

• Address inquiries related to financial accounts, credit scores, and product recommendations via email and chat.

• Cultivate a comprehensive understanding of NerdWallet tools, features, and the evolving member experience.

• Leverage AI-assisted tools to draft, summarize, and resolve member inquiries.

• Ensure accuracy, completeness, and appropriate tone in every AI-assisted response.

• Focus on high-quality interactions to enhance customer satisfaction.

• Identify recurring member issues, content gaps, and any misleading or confusing AI responses.

• Document and escalate relevant issues to the appropriate teams.

• Collaborate with colleagues and cross-functional partners to enhance support processes, resources, and the overall member experience.

⛳️ Requirements

• Prior experience in technical support, customer service, or customer operations.

• Proven ability to resolve issues efficiently while maintaining quality standards.

• Familiarity with tools such as Intercom, Zendesk, Confluence, Jira, Trello, Slack, Google Workspace, Salesforce, and Stripe.

• Experience with AI assistants like ChatGPT, Claude, or AI tools integrated within customer support platforms.

• Proficient in writing clear prompts, providing adequate context, and identifying inaccuracies, incompleteness, or inconsistencies in AI outputs.

• Outstanding written and verbal communication abilities.

• Strong analytical reading skills and the capability to discern customer needs beyond superficial descriptions.

• Good judgment and a consistent practice of verifying information.

• Proactive in identifying and addressing concerns regarding confusing processes, inaccurate information, or recurring tool challenges.

• Eagerness to learn new systems, tools, and methodologies.

• Passion for assisting others in making financial decisions, with an interest in credit and budgeting.

• Previous remote work experience is essential.

• Experience in the fintech sector is preferred.

• Availability to work up to 40 hours per week from 9:00 a.m. to 5:30 p.m. Pacific Time.

• Must be available to work one weekend day.

• Legally authorized to work in the United States.

• Must indicate if future immigration sponsorship is required.

🏝️ Benefits

• Six-month W-2 contract with the potential for extension or conversion based on performance and business needs.

• Remote work opportunity.

• Comprehensive benefits and perks that support the physical, financial, and emotional well-being of employees and their families.