Customer Care Associate

| Greater NYC Area
At QuadPay, we want to transform the way shoppers pay for their purchases. More than 60% of millennials don’t own a credit card. 57% of Americans have less than $1,000 in savings. We’re helping people make larger purchases accessible with responsible budgeting. We believe in choice and in giving shoppers the freedom and flexibility to manage their purchases in the way that best suits their finances.
Technology is changing the way people interact with the world and we’re bringing that revolution to the way people shop and transact. QuadPay is one of the fastest growing fintech start-ups, that allow shoppers to buy anywhere, at anytime - and pay in 4 interest-free, automatic installments over 6 weeks. You get the product right away and QuadPay will pay the merchant upfront. 
Come join our mission!
You will be responsible for handling customer care concerns that come in via our social networks. You will manage content and messages within company policies and strategies; and responding to customer inquiries on social media.
The ideal candidate for this position should be creative, self-motivated, highly organized, and have excellent interpersonal skills. Prior experience managing social media platforms and at least five years’ Customer Service experience are a must. The ability to work both collaboratively and independently on projects, strong verbal and written communication skills, and basic typing and computer skills are essential to this role.

What You Will Do:

  • Respond to customer questions, concerns, and general inquiries on Facebook, Twitter, and Instagram DMs/posts and keep records of customer interactions. 
  • Manage and respond to App store reviews and online consumer opinion sites.
  • Research and resolve complaints from the root and ensure product, engineering and outsourced teams are all in the loop.
  • Assist with crisis management, reviews, and negative news communications using a defined corporate voice.
  • Build strong customer relationships through social media interaction to ensure customer satisfaction and provide professional customer support; all while maintaining meaningful connections and encouraging community members through dialog and messaging.
  • Stay up-to-date on the latest digital and social trends.

What You Should Have:

  • 1+ years of experience in a fast-growth environment
  • Excellent written and verbal communication skills
  • Entrepreneurial spirit or previous experience in early startups a plus
  • Collaborate in cross-functional teams
  • Experience with Zendesk, G-suite, HootSuite, all social platforms, bonus points for Sift and Stripe
  • Analytical and able to spot trends on the fly and bubble them up to key stake holders

We're looking for someone who can join our high-functioning team of passionate support professionals and we value a range of diverse backgrounds experiences and ideas. We pride ourselves on diversity and creating an inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes.
We're growing very quickly and always looking for talented people to join our team and help transform the way consumers shop and pay!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • VueJSLibraries
    • React NativeLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • FlaskFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • .NET CoreFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • SegmentAnalytics
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • ContentfulCMS
    • SalesforceCRM
    • MailChimpEmail
    • MandrillEmail

Location

Our office is located in the beautiful Flatiron neighborhood of New York City and is half a block from Madison Square Park!

An Insider's view of QuadPay

What’s the vibe like in the office?

Quadpay is a place where you get to work with incredibly talented and smart people. Collaboration is welcomed and asking questions is encouraged. We care about the product but care even more about creating a fun workplace environment!

Rehema

People Operations Coordinator

How do you collaborate with other teams in the company?

Whenever a merchant flags there is an issue we are quick to diagnose and release a fix. I work closely with our Merchant ops engineering team to track a trend and share the scale of the issue with developers. We then work together on what the quickest fix will be by sharing what the real needs are of the merchant.

Natalie

Account Manager

How has your career grown since starting at the company?

I joined as an early engineer in July 2018. I have worked on all aspects of the platform from merchant integrations, back-end microservices, and front-end applications. I'm now leading a team of engineers as we try to usher in new tools and features for our merchants, improve our customer's online experience, and scale a system to the next level.

Andy

Engineering Manager

How do your team's ideas influence the company's direction?

Our team structure is set up to be cross-functional including designers, engineers, analysts and product managers who are constantly listening and talking to our customers to be inspired by what they say and how they behave. This inclusive, customer centric and data-driven culture drives a lot of our strategic direction and decisions.

Saad

VP, Product

What's the biggest problem your team is solving?

The Customer Squad is responsible for the mobile experience. We strive to keep customers delighted and engaged by continuously delivering value. Because of restrictive guidelines we cannot approve everyone to use the product. We are currently looking for ways to improve the approval process so that everyone has an opportunity to use the app.

Sara

Product Manager

What are QuadPay Perks + Benefits

QuadPay Benefits Overview

Company benefits include:
- 100% company paid Health Insurance (Medical, Dental & Vision)
- Company-sponsored 401k plan
- Employee stock options/equity offering
- Generous PTO policy
- Commuter benefits program
- Discounted gym membership
- Bi-annual company retreats (#sQUADdays)
-Great office location, Flatiron District!

Culture
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand-up
Open Door Policy
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Mean Gender Pay Gap Below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and Learns
Promote from Within
Paid Industry Certifications

Additional Perks + Benefits

QuadPay is committed to building a diverse, equitable and inclusive workforce. We are an equal opportunity employer and welcome qualified applicants, regardless of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. If you have a disability or special need that requires accommodation, please let us know. Members of communities historically underrepresented in tech are encouraged to apply.

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