Customer Support Specialist

ALICE OVERVIEW

Alice raises the take-home pay of working Americans. 156 million employees in the US are spending more and more of their budget on healthcare, childcare, and commuting. Alice uses software to add money to people’s paychecks when they spend on everyday items that are pretax eligible—with no forms, no math, and no acronyms. When employers connect Alice to their payroll system, their workers keep more of what they rightfully earn, without any more work from HR. Alice is a true win-win-win. Employees take home more of what they earn, employers save on payroll taxes, and Alice is paid only from what employers save. No one pays for Alice out-of-pocket.

We’re a bright, diverse, and dedicated team solving hard problems. Our day-to-day work crosses cultures we are passionate about—venture backed-tech, government and regulators, employers and business owners, local communities. We take great pride in having team members from different backgrounds because we know that every voice matters.

ROLE OVERVIEW

Alice is looking to hire a Customer Support Specialist who loves helping people solve support issues and who shares the same passion we do for putting more money in the hands of working people, without complicated forms or headaches. We believe in doing whatever it takes to make our customers successful with pretax benefits and the Customer Support team drives that success every day. When you are in place, Alice customer support and payroll run as a well-oiled machine due to your efforts, focus, and attention.

In this role, you’ll report to Alice’s Head of Customer Success and work directly with our repeat-entrepreneur founders and the rest of the Alice team. Our team has previous experience from awesome places like Adobe, CBS, Handshake, and Lending Tree. We’re supported by super smart advisors from Company, are of the CFSI FinLab and have excellent investors including Notation Capital and Trinity Ventures.

As a Customer Support Specialist, you will...

  • Resolve inquiries from and provide support to hourly employees and business owners via text, live chat, email, and phone using Zendesk.
  • Understand customer pain points, and communicate their concerns internally to influence product improvements.
  • Evaluate employees’ info to empower them to make financial decisions that positively impact their life.
  • Meticulously tend to data entry and maintenance related to customer’s payrolls.
  • Use your product expertise to collaborate with Customer Success and Product teams.
  • Build and maintain useful documentation for our customers and the Alice Customer Success team.

You have...

  • At least two years of relevant customer facing support experience.
  • Spanish fluency, both written and verbal, is a huge plus.
  • Comfort organizing data in Excel.
  • Familiarity with Zendesk, Desk, or another customer support ticketing system.
  • Truly outstanding attention to detail; you naturally catch small errors and fix them without having to stress or force yourself to do so.
  • The ability to communicate complex concepts cleanly and clearly in writing; you know what bad writing looks like, and it pains you to see it.
  • A general disposition of solving problems quickly and relentlessly; you don’t stop until the thing is handled. You don’t sleep if your tickets are approaching their SLAs. Inbox Zero is a way of life.
  • An eye for process automation; you can see when a robot should take over a task, and how it should best handle it.
  • A savviness with spreadsheets. You have a few tricks up your sleeve here.
  • Real dedication to Alice’s mission: to put more money in the hands of working people in the United States, without complicated forms or headaches.
  • A growth mindset; an orientation of constant learning, experimentation, flexibility, adaptability.
  • A no-ego approach; there is no job too small for you to tackle in support of your teammates.
  • Inclination for a startup work environment; you have a comfort with ambiguity and uncertainty, an interest in discipline and action, and good taste for quality of work product.
Read Full Job Description
Apply now
loading ...
Emailed

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticsearchDatabases
    • BigQueryDatabases
    • PhotoshopDesign
    • JIRAManagement
    • SalesforceCRM

Location

Located in Downtown Brooklyn, Alice is close to many great restaurants, easily accessible by subway, and a short walk from the Brooklyn Promenade.

An Insider's view of Alice

How would you describe the company’s work-life balance?

The company is very respectful of the employees' diverse personal commitments and is always supportive and respectful of when employees need flexibility with their schedules. In turn, when the team needs to rally behind a cause, you see no hesitation for folks to dive in and dedicate the hours needed to make sure we achieve important goals.

Stephanie

Director of Customer Success

What does your typical day look like?

For me, there are no typical days at Alice. Everyday presents new challenges and opportunities—that's what makes it so exciting to work here!

Max

Special Assistant to the CEO

What are some things you learned at the company?

It is about as cheesy as it sounds, I'm learning everyday! I always make the joke that I usually haven't paid much attention to insurance, benefits and taxes, and now I need to be a subject matter expert. It's also such a large and fragmented ecosystem, so there are many dots to connect.

Ian

Partnership Development Manager

How do you make yourself accessible to the rest of the team?

I make myself accessible by grabbing lunch with one or more team members every week. I also find that making coffee runs with teammates to be effective. There are also traditional one-on-one meetings to address more formal items.

Tunde

Lead Engineer

What are Alice Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Alice hosts company outings on a monthly basis.
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion .
Pet Friendly
Alice's pet policy is dog friendly.
Professional Development Benefits
Job Training & Conferences
Alice offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Alice hosts lunch and learn meetings.
Promote from within
Mentorship program
Alice offers mentorship programs.
Customized development tracks
More Jobs at Alice13 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
Marketing
Operations
Sales