Customer Supportability Professional (Fintech)

TL;DR

Customer Supportability Professional (Fintech): Troubleshooting complex customer issues and driving product improvements through quantitative and qualitative data analysis with an accent on root cause analysis and systemic enhancements. Focus on optimizing support processes, mentoring agents, and collaborating with engineering teams to improve the overall customer experience.

Location: Hybrid; must be onsite in Atlanta, GA or Plano, TX three days per week

Company

Global financial technology platform powering prosperity for millions of customers worldwide via TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Act as an escalation handler and support system for NLH agents and GBSG leaders across various services.
• Serve as a team Point of Contact, providing leadership coverage and mentoring agents to uplift team performance.
• Analyze complex data environments to drive improvements and informed decision-making.
• Partner with internal groups to enhance systemic improvements across Products, Processes, and People (3P).
• Conduct root cause analysis of customer contacts to prioritize product enhancements and maintain knowledge bases.
• Create standard operating procedures (SOPs) and support project teams as a super user for updates.

Requirements

• Proficiency with tools such as Sentinel, CS Server, Jira, OBill, Salesforce, Iboss, and Google Suite.
• Experience navigating complex data environments using Splunk and SQL.
• Strong critical thinking, problem-solving, and multitasking abilities in fast-paced settings.
• Versatile communication skills for interacting with customers, frontline agents, and engineering teams.
• Must be based in or able to work onsite in Atlanta, GA or Plano, TX.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards in accordance with company plans.
• Comprehensive benefits for full-time employees.
• Dynamic and energetic work environment with a dedication to excellence and innovation.