Customer Experience Associate (Fintech)

TL;DR

Customer Experience Associate (Fintech): Providing high-touch support and guidance to users on financial products and platform features with an accent on empathy, product expertise, and complex problem-solving. Focus on delivering exceptional service across chat, email, and phone channels while driving continuous product improvements through user feedback.

Location: Must be based in Denver, CO or Westlake, TX. This role is hybrid, requiring 5 days per week in-office during the 10-week onboarding period, and at least 3 days per week thereafter.

Salary: $21.30 - $25 USD per hour

Company

A mission-driven fintech company democratizing finance for all through innovative technology and accessible financial products.

What you will do

• Deliver exceptional customer support via chat, email, and phone channels.
• Guide users through complex financial topics and platform tools with empathy.
• Identify and communicate opportunities for product and service improvements based on user interactions.
• Develop deep proficiency in financial concepts and company product offerings.
• Exercise independent judgment to resolve customer inquiries in a fast-paced environment.

Requirements

• Must be based in or able to commute to Denver, CO or Westlake, TX.
• Excellent written and verbal communication skills.
• Ability to work a 24/7 service model shift.
• Passion for customer service and ability to defuse complex situations.
• Comfortable working in a fast-paced, evolving environment.

Nice to have

• Prior experience in a customer support environment.
• Bachelor’s degree.
• Previous experience in the financial services industry.

Culture & Benefits

• 100% paid health insurance for employees with 90% coverage for dependents.
• Performance-driven compensation including bonus programs and equity ownership.
• 401(k) matching and employer-paid life and disability insurance.
• Flexible lifestyle wallet for wellness and learning expenses.
• Comprehensive time off including paid holidays, sick leave, and parental leave.