Customer Experience Specialist

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money. They are seeking a Customer Experience Specialist to support their growing customer base and become a product knowledge expert in all things Relay and Fintech.

Responsibilities

• Engage and support customers via phone and email in an empathetic, professional and proactive manner
• Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
• Investigate and problem-solve together with team members from Engineering, Risk, Product, and beyond to troubleshoot customer issues and get results in a timely manner
• Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
• Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
• Collaborate closely with Marketing, Product, and Engineering on customer pilots, new feature launches and more!

Skills

• You have 1+ years of experience working in customer support or a customer-facing role
• You are a clear, concise and personable communicator both verbally and written
• You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
• You have deep empathy for customers and balance being resourceful and direct with customers
• You have fine-tuned prioritization skills to maximize your impact
• You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty at times
• You are naturally curious, you love to understand the 'why' behind a problem or question and aren't afraid to dig deep into problem-solving
• You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
• You have experience working with customer support tools or ticketing systems (Zendesk or similar)
• You have prior tech start-up experience or worked in a fast-paced environment
• You are proficient in Spanish

Benefits

• Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle.
• For more information on our compensation philosophy and perks and benefits, visit our [Candidate Hub](https://www.notion.so/Candidate-Hub-1c7da8b7f88580a893f7d7c7852b064e?pvs=21).

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