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Support Service Representative

Ultimate Santa Monica Seasonal/Temp
$15.00 - $16.00 / hour
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Who We're Looking For:  You have a service leadership mentality, and as a Customer Support Specialist at Swell Investing, you will influence the company's success and represent a leading socially responsible fintech company. You will be our first line of defense, solving issues for our clients and ensuring that we are provide consistent, outstanding support to Swell users (subscribers, potential investors, and investors). The truly motivated will seek to proactively engage where possible - and as a result will have the opportunity to help shape development new digital products & tools. Once here, you will: - Receive training on Swell's product offering, Zendesk customer support platform and workflow - Be assigned a target number of customer support tickets to resolve on a daily and weekly basis to ensure Swell, as a company, is maintaining industry-standard response times to inquiries - Become an expert on Swell and help both customers and coworkers succeed by adding to our digital knowledge base and identifying creative solutions to evolve our workflow - Develop a nuanced, in-depth understanding of our business and our philosophy so that you can answer support inquiries  - Provide an impeccable level of customer service in the form of e-mail and phone communication to exceed investor expectations - Understand and adhere to the limitations imposed on client interactions by SEC regulation for an online investment advisor such as Swell - Demonstrate good judgement in crafting responses and prioritizing issues  - Be creative about where and how we can improve the investor experience to help shape Swell's investor engagement strategy - Troubleshoot and submit bugs to our software engineers - Champion customer needs internally by providing feedback and escalating cases, ensuring that they receive the attention they deserve - Spot patterns and bring insights to the Support Team lead and COO - Become a Zendesk master - Seek to learn industry best practices for fintech customer support and bring them to Swell We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
JOB DESCRIPTION Who We're Looking For: You have a service leadership mentality, and as a Customer Support Specialist at Swell Investing, you will influence the company's success and represent a leading socially responsible fintech company. You will be our first line of defense, solving issues for our clients and ensuring that we are provide consistent, outstanding support to Swell users (subscribers, potential investors, and investors). The truly motivated will seek to proactively engage where possible - and as a result will have the opportunity to help shape development new digital products & tools. Once here, you will: Receive training on Swell's product offering, Zendesk customer support platform and workflow Be assigned a target number of customer support tickets to resolve on a daily and weekly basis to ensure Swell, as a company, is maintaining industry-standard response times to inquiries Become an expert on Swell and help both customers and coworkers succeed by adding to our digital knowledge base and identifying creative solutions to evolve our workflow Develop a nuanced, in-depth understanding of our business and our philosophy so that you can answer support inquiries Provide an impeccable level of customer service in the form of e-mail and phone communication to exceed investor expectations Understand and adhere to the limitations imposed on client interactions by SEC regulation for an online investment advisor such as Swell Demonstrate good judgement in crafting responses and prioritizing issues Be creative about where and how we can improve the investor experience to help shape Swell's investor engagement strategy Troubleshoot and submit bugs to our software engineers Champion customer needs internally by providing feedback and escalating cases, ensuring that they receive the attention they deserve Spot patterns and bring insights to the Support Team lead and COO Become a Zendesk master Seek to learn industry best practices for fintech customer support and bring them to Swell

Skills required

Technical Support
Information Technology
Operating Systems
Computer Hardware
Telecommunications
Server (Computer Science)

Location

About the company

Salary Details

Based on Job Title, Location and Skills
$15
Below Avg. Average Above Avg.
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Job ID: JO-1906-61789

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