Customer Experience Associate (Fintech)

TL;DR

Customer Experience Associate (Fintech): Providing high-touch support and guidance to users navigating complex financial products and platform features with an accent on empathy, product expertise, and clear communication. Focus on resolving customer inquiries across chat, email, and phone channels while driving continuous service improvements based on real-time interaction trends.

Location: Must be based in Denver, CO or Westlake, TX. In-person attendance is required 5 days per week during the 6-week onboarding period, followed by at least 3 days per week in the office.

Salary: $21.30–$25.00 per hour

Company

A mission-driven fintech company focused on democratizing finance for all through innovative technology.

What you will do

• Deliver exceptional support to users via chat, email, and phone regarding financial topics and platform tools.
• Identify and communicate opportunities to improve user experience based on interaction trends.
• Develop deep proficiency in financial concepts and company product offerings.
• Resolve complex customer inquiries using independent judgment and problem-solving skills.
• Collaborate with the team to maintain high standards of service in a fast-paced environment.

Requirements

• Must be based in Denver, CO or Westlake, TX.
• Passion for customer support and ability to defuse anxiety through service.
• Excellent written and verbal communication skills.
• Ability to work a 24/7 service model shift.
• Comfortable working in a fast-paced, evolving landscape.
• Ability to prioritize tasks in a multi-tasking environment.

Nice to have

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

Culture & Benefits

• Performance-driven compensation with bonus programs and equity ownership.
• 100% paid health insurance for employees and 90% for dependents.
• 401(k) matching and employer-paid life and disability insurance.
• Flexible lifestyle wallet for wellness and learning.
• Generous time off including holidays, PTO, sick time, and parental leave.
• Exceptional office experience with catered meals and events.