Full-Time

Product Specialist

Posted on 5/4/2024

EarnIn

EarnIn

201-500 employees

Wage access app with savings and credit monitoring

Fintech

Mid, Senior, Expert

United States

Required Skills
Data Science
Requirements
  • 4+ years of experience in a role that had direct impact on customer experience and/or customer experience related operations.
  • Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry.
  • Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
  • Strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders (i.e. engineering vs compliance)
  • Ability to foster collaboration and facilitate teamwork
  • Outstanding interpersonal skills and empathy for customers
  • Highly organized and comfortable planning and leading projects involving cross-functional stakeholders
  • Outstanding written and verbal communication with all levels of the business from C-level to Customer Support
  • Ability to lead and execute with a sense of urgency to achieve business outcomes
  • Hands-on and willing to get hands dirty on execution
  • Tech-savvy and multiple tool and software power user
Responsibilities
  • Investigate and audit hundreds of tickets monthly
  • Audit and shadow agent experience to identify areas for improvement
  • Establish, drive and continuously improve processes that ensure our community members and internal teams are informed and well prepared for product-driven changes
  • Develop operational playbooks and calendars to implement product strategy and manage complex projects through execution to excellence
  • Lead cross-functional Go to Market working groups responsible for bringing new products, release, experiments and features to market, ensuring customer care readiness and compliance
  • Ensure functional stakeholders are informed and aligned in a timely manner across the company on key objectives for product changes with customer experience implications
  • Create feedback channels throughout customer care operations that will ensure problem areas are identified during testing and launch
  • Coordinate with a variety of cross-functional partners within customer care and beyond - such as Research, Operations, and Data Science - to identify and share critical customer insights specific to your product domain initiatives
  • Make data-driven recommendations to support the continuous improvement of the customer experience within your product domains
  • Continuously and effectively present insights and influence outcomes with key stakeholders at all levels to support meaningful impact to EarnIn's business
  • Advise product teams on feasibility of initiatives throughout the entire product lifecycle
  • Be the voice of our community member’s during product development and performance tracking

EarnIn provides an Earned Wage Access app that enables immediate access to earnings without credit checks or mandatory fees. The app also offers credit monitoring and automated savings accounts, supported by partners such as A16Z, Matrix Partners, and DST.

Company Stage

Series C

Total Funding

$264.6M

Headquarters

Palo Alto, California

Founded

2012

Growth & Insights
Headcount

6 month growth

9%

1 year growth

23%

2 year growth

94%

Benefits

Life in balance - Ten company holidays and flexible time off so you can rest and recharge when you need it most. With pay, no catch.

Family matters - When your family grows, we want your focus on them. Our generous parental leave policy and wellness funds make it easy to put yourself and loved ones first.

Learn & grow - A commitment to career development that includes regular training for team members and managers alike, 360 feedback, and an annual stipend for growth opportunities.

Company culture - Employee Resource Groups provide growth opportunities and allow you to create the company *you* want to work at (more on that below).

Health & wellness - Flexible healthcare options across medical, dental, and vision—and a free Employee Assistance program offering mental health resources and legal advice.

Save & support - Includes Earnin’s 401(K) and FSA plans with tax advantages for retirement, healthcare, and dependent care expenses.