Customer Care Associate

The role

You will handle customer interactions via email and live chat. You will spot trends in customer issues and escalate them to other departments.

What you will do

• Respond to emails and live chats
• Learn and be an expert in all user issues and situations
• Create Jira tickets for other departments to review and resolve reported issues
• Escalate tickets as required and follow through to resolution
• Acknowledge feedback from management regarding QA, attitude, or performance reviews
• Escalate BBB, CFPB, FTC threats, legal matters and other high pressing issues to Management

Required qualifications

• High School Degree or Bachelor's Degree
• Experience working with Zendesk
• 2+ years of supporting customers through digital channels, including email and live chat
• Ability to work in a fast-paced work environment and thrive in ambiguity
• Can handle a large volume of email inquires and solving customer questions in a timely manner
• Empathy and problem solving skills
• Ability to work independently while remaining highly collaborative with the broader team
• Efficient and clear communication skills to resolve difficult customer issues
• Strong ability to spot trends or problems and creatively find solutions
• Professional response to negative feedback or user interactions

Benefits

• Medical, dental, and vision insurance
• Flexible PTO Policy
• 401k plan
• Paid Parental Leave
• Physical and mental wellbeing benefits including Wellhub for access to virtual workouts and discounted gym memberships
• Headspace for covered virtual therapy sessions and unlimited on demand health support
• Monthly reimbursements to use against wifi and cell phone bills
• Annual reimbursement for Learning & Development

About the company

Brigit is a holistic financial health company helping everyday Americans build a brighter financial future. They create transparent, fair, and simple financial products.