Operations Associate

This is a fully remote position, open to applicants in North America.

📋 Description

• Manage incoming chat and email inquiries from members, providing clear, empathetic, and solutions-oriented support.

• Create, sustain, and implement processes that deliver essential services to users via chat and email channels.

• Prioritize various queues and oversee daily operations to ensure timely and efficient resolution of requests.

• Address unique scenarios and enhance workflows to accommodate new or uncommon challenges.

• Guarantee a positive member experience by actively listening, de-escalating situations when necessary, and following up on outstanding issues.

• Clearly and confidently communicate complex financial subjects in writing through chat and email.

⛳️ Requirements

• You possess a genuine interest in personal finance and a commitment to helping others succeed in managing their money.

• Exceptional written communication skills - You convey information clearly, actively listen through written cues, and ease members' concerns across chat and email.

• Empathy & De-escalation - You maintain composure under pressure and know how to transform a frustrated member interaction into a positive experience.

• Strong Cross-Channel Communication - Your writing is effective for real-time chat, email follow-ups, and internal documentation.

• Proactive Problem Solving - You can identify potential issues and solutions in real-time while assisting members through written channels.

• Workflow Management - You are adept at efficiently juggling multiple competing priorities, including managing chat and email queues.

• Taking Initiative - You are eager to assist wherever needed. You enjoy learning and continually seek ways to improve.

• Previous experience in chat and/or email-based customer service within a B2C tech or financial services company is an advantage!

🏝️ Benefits

• Health, Dental & Vision Plans

• Life Insurance

• Long/Short Term Disability

• Competitive Pay

• 401k Matching

• Team Member Stock Purchasing Program (TMSPP)

• Learning & Development Opportunities

• Tuition Reimbursement

• Unlimited PTO

• Daily Lunch, Snacks & Coffee (in-office only)

• Commuter benefits (in-office only)