Member Experience Associate
Updated on 4/2/2024
EarnIn

201-500 employees

Financial services
Company Overview
Earnin's mission is to build a financial system that works for people. The financial system doesn’t work for people. But Earnin does. Earnin is an app that lets people get paid as soon as they leave work, with no fees, interest, or hidden costs. App users can receive their money in their bank account instantly at little or no cost — as they operate on a pay what you choose model. All they need is a bank account and a job that provides direct deposit or uses electronic timesheets.
Fintech

Company Stage

Series C

Total Funding

$264.6M

Founded

2012

Headquarters

Palo Alto, California

Growth & Insights
Headcount

6 month growth

11%

1 year growth

29%

2 year growth

93%
Locations
Palo Alto, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
CategoriesNew
Customer Success & Support
Customer Education & Training
Customer Experience
Customer Support
Requirements
  • 1+ years of experience working in a role that had a direct impact on customer experience and/or customer experience-related operations
  • Bachelor's or equivalent industry experience
  • Empathetic customer service associate focused on the human
  • Great communicator and storyteller who can motivate, influence, and advise others
  • Demonstrated ability to foster collaboration and facilitate teamwork
  • Demonstrated ability to be solution oriented using critical thinking, common sense, and proactive problem solving skills
  • Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly changing environment
  • Hands-on and willing to get hands dirty on execution
  • Tech-savvy and multiple tool and software power users
Responsibilities
  • Resolve customer problems and complaints
  • Recommend solutions and guide customers through product features and functionalities
  • Empathetic customer service focused on the human as well as solving the problem
  • Respond to customer concerns on time and empower them during and after service
  • Monitor, investigate, research, and be proactive about solving problems and customer issues
  • Document insights, procedures, and processes that work and share with the team
  • Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
  • Communicate new products and features to customers
  • Follow up with customers until problems or issues are resolved