Member Experience Specialist at FloatMe

About the Role

FloatMe is looking for a Member Experience Specialist to help us provide unparalleled support to our members over email. As a member of our MX team, you'll represent the FloatMe brand and strive to create an extraordinary experience while helping our members on their personal financial journey. If you are someone who loves to connect with, help, and support our members, this is the perfect role for you!

What You’ll Do

Deliver customer service of the highest quality over email leveraging Zendesk
Problem solve and troubleshoot member issues
Resolve member issues while focusing on first contact resolution
Empathize and connect with members
Work closely with your counterparts in a remote workplace to create a unified team culture
Develop an ownership mentality by contributing daily to the overall strategy of the department
Champion for our members by providing feedback to our Product, Technology, and Marketing teams to prioritize improvements to members’ experience

Who You Are

Empathetic — You understand our members’ needs and will go above and beyond to provide a great member experience
Strong Attention to Detail — You work efficiently but don’t rush, ensuring all member concerns are addressed in each interaction
Resourceful — You take initiative to problem solve and find answers to complex member issues, but know when to lean on your manager for help
A collaborative team player — You work effectively with others and love collaborating with your peers
A passionate person — You’re passionate about what we are building and ensuring we maintain the highest standards.

Requirements

1+ years’ of experience working in customer facing roles (service, retail, etc.) with an emphasis on email correspondence
Excellent communication, interpersonal, and problem-solving skills
Intrinsically motivated individual, detail-oriented, and high personal accountability
Thrive in a fast-paced environment with strong communication, problem-solving, and organizational skills.

Benefits

Health insurance
Dental & Vision
Long-term disability
401(k) with standard & Roth options
Opportunities for growth and professional development
Unlimited PTO
Sick Leave & Personal Days

Compensation Range: $45K - $55K

Life at FloatMe

1 in 2 people are short less than $50 before payday. This leads to stress, no savings, and the possibility for overdraft fees and payday loans. FloatMe offers a mobile app to help millennials cover cash gaps and improve their finances. Our product is accessed via a mobile app available on both iOS and Android. Our mission is to help people make better financial decisions. We were established in 2018 and are headquartered in San Antonio, Texas, with additional locations in Austin, Texas and Cleveland, Ohio. #FinTech

Thrive Here & What We Value

.1. Collaborative Team Player

.2. Passionate about building quality products

.3. Prioritizes member experience improvement

.4. Encourages feedback across product, technology, marketing

.5. Champions teamwork and high standards

.6. Focuses on innovation in our offerings

Job Functions1. Customer Service2. Problem Solving3. Team Collaboration4. Ownership Mentality5. Feedback to Product, Technology, and Marketing Teams

Job Requirements1. 1+ years’ of experience working in customer facing roles (service, retail, etc.) with an emphasis on email correspondence2. Excellent communication, interpersonal, and problemsolving skills3. Intrinsically motivated individual, detailoriented, and high personal accountability4. Thrive in a fastpaced environment with strong communication, problem-solving, and organizational skills.

Skills1. Email Correspondence2. Communication3. Interpersonal Skills4. ProblemSolving5. Attention to Detail1. Empathy2. Resourcefulness3. Collaboration4. Passion