Customer Support Associate at EquityZen

| Greater NYC Area
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EquityZen is an early-mid stage financial technology company, backed by leading venture and private equity investors. Our platform enables large, private companies to deliver liquidity to their shareholders while providing investors access to invest in these proven, pre-IPO companies. EquityZen has served over 200 pre-IPO technology companies and is proud to be considered a liquidity provider for 1 out of 2 of the largest unicorns. A testament to EquityZen's secure, paperless, and industry-defining online investment platform, we have successfully completed 14,000+ private placement transactions. Focusing on automating an antiquated offline process has allowed us to lead the charge in building more efficient, cost-effective, and transparent private markets. Watch this short video to learn more: equityzen.com/press.

We are seeking a rising Customer Support Associate to help us improve the experience on our platform by providing direct support to our user base. You will be responsible for resolving incoming customer issues, assisting with the documentation of user pain points for the Product team, and identifying ways to improve the user experience.  This is a great opportunity to get in on the early stage of a lean and growing team.

WHAT YOU'LL DO:
  • Respond to incoming customer inquiries, resolving issues within our target SLAs. 
  • Schedule and assist with user feedback sessions, helping build a rolodex of candidates for continued feedback sessions.
  • Work with Customer Support/Product to identify patterns of confusion or friction, helping propose changes to the user experience to address the root cause of issues. 
  • Have a thorough understanding of our business, being able to guide users through the process. 
  • Work with our current tool set to enhance self service solutions to customer inquiries.
THE RIGHT STUFF:
  • Passion for being an advocate for users
  • Excellent written and oral communication skills.
  • Comfortable addressing complex customer problems swiftly 
  • Ability to multitask and prioritize
  • Ability to analyze and use data to identify patterns in behavior.  
  • Proven ability to work cross-functionally in a highly collaborative, fast-paced environment.
  • Ability to take negative and/or constructive feedback from users.
  • No previous full-time work experience required. 
BONUS POINTS IF YOU HAVE:
  • Experience with Intercom.
  • Familiarity with pre-IPO financial markets or alternative investments.
  • Comfortable using data to communicate pain points.
  • Written scripts and introduced processes to efficiently tackle user issues. 

Please submit your resume along with a cover letter that tells us why you are excited about this role. Resumes without cover letters will not be considered.

EquityZen offers a competitive salary, stock options, full employee benefits (health, dental, vision), individual professional development and wellness budget, flexible paid time off, and more! 

We are dedicated to prioritizing all employees’ health and safety during the COVID-19 pandemic. We have a new, socially-distant friendly office space in NYC’s financial district where we have established strict protocols to protect the health and safety of all employees; however, working from the office is strictly voluntary until further notice.

EquityZen provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, EquityZen complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. EquityZen expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of EquityZen’s employees to perform their job duties may result in discipline up to and including discharge.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • TensorFlowFrameworks
    • MemcachedDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • IntercomCRM
    • SalesforceCRM

Location

We have a new social-distance friendly space just doors from the New York Stock Exchange! Right in the heart of where good things happen for EquityZen

An Insider's view of EquityZen

What's the biggest problem your team is solving?

Our team is tackling the challenge of creating greater accessibility to Pre-IPO marketplaces. By developing technologies that streamline the process of private investing, we generate value for shareholders and investors. Additionally, by creating intuitive experiences we attract market participants with varying financial management expertise.

Shanie

Senior Front End Engineer

What are some things you learned at the company?

Since joining EquityZen, I've learned to have more of an analytical mindset when making decisions and proposing solutions. Coming from a client-facing background at a large company, tools like SQL were things I never touched or knew about. At EquityZen, we're empowered and encouraged to look at that data to make quantitative decisions.

Roy

Senior Investment Associate

What kinds of technical challenges do you and your team face?

Our team wakes up everyday and faces new challenges in a complex and ever-shifting FinTech space. We’re focused on building features that support our growing user-base, internal tooling to empower our co-workers, and attacking our technical debt head-on. We’re very proud to build performant and maintainable software that helps us scale.

Ish

Senior Back End Engineer

What are EquityZen Perks + Benefits

EquityZen Benefits Overview

Although the COVID-19 pandemic has put most of our office perks on hold, our vision and resilience of our team remain the most important perks of working at EquityZen.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Our Founders generously matched donations in 2020 to support our belief in the fight against racial and social injustice.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
In these COVID times, we support each employees' individual needs.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
EquityZen brings in a catered lunch every Friday. Cinco de Mayo? Bring on the tacos!
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Paid industry certifications
EquityZen ensures that everyone has the licenses and certifications they need to do their job.
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