Customer Support Associate

As a Customer Support Associate, you will:

Perform chat, email, and phone-based customer support

Perform technical support to assist customers in navigating and troubleshooting platform issues, leveraging AI tools to diagnose problems, surface solutions, and resolve issues more efficiently

Maintain a positive, empathetic, and professional attitude toward customers at all times

Resolve product or service questions and technical issues by asking clarifying questions, determining the root cause, selecting and explaining the best solution

Provide accurate, valid, and complete information to customers and internal stakeholders by using the right methods/tools

Provide product feedback and suggestions

Take on additional responsibilities and grow your career

Other operational and administrative duties as needed, based on business and customer needs

As a Customer Support Associate, you should have:

Passionate about building customer connections

Experienced in customer service, preferably in a contact center environment

An excellent writer and verbal communicator

Committed and focused, with the follow-through and drive to see problems through to resolution

Capable of diffusing tension to work through the issues at hand

Able to multitask across multiple windows and leverage AI tools to get tasks done efficiently

Flexible and cooperative in your approach to working with others

Patient in helping others resolve technical issues

Comfortable with and enthusiastic about technology

Position logistics:

• Customer support hours: Monday-Friday 8 am–10 pm EST and Saturday-Sunday 8am–7 pm EST

• Schedule will vary based on hours of operation

Our Proof Pillars:

Pave the Way: When obstacles arise, we break through barriers with passion and perseverance. We lead with creativity and forward-thinking. We aim to set new standards and shape the future in a repeatable, scalable way so the path to success is easier for our team to follow.
Own It: We embrace the responsibility that comes with supporting life's most important transactions. When a problem arises we relentlessly pursue the solution with a 'Yes before no' attitude. Because every problem and every transaction is treated like it's our own.
Act with Integrity: We are in the business of building trust and it is at the core of everything we do. We are honest and transparent with our customers, each other and ourselves. If we make a mistake, we own up to it right away and do what it takes to make it right. Our dedication to security and compliance is key to earning trust, fighting fraud and ultimately, our success.
Play to Win: We believe excellence is about always striving to be better so when we get it wrong, we iterate, we learn and we grow. We know we can only go so far alone, we're better together and collectively, we win!

Here are some of our great benefits:

Medical, dental, and vision benefits
Life insurance, long and short-term disability coverage
401k Plan with a 4% match, beginning on your hire date
Sick and Vacation time
14 paid company holidays
Company Chillax weeks
12 weeks of paid parental leave
4 week sabbatical after 5 years of continuous full time employment
Health Reimbursement Arrangements for fertility and gender affirmation
Lunch on Proof through Grubhub credit
Monthly work from home stipend
Professional development credit
Monthly reimbursement for Wellness
And more!