MEMBER EXPERIENCE SPECIALIST - NIGHTS / WEEKENDS

At Current, we’re on a mission to enable our members to create better financial outcomes for themselves. Headquartered in NYC, we’re a leading U.S. fintech and one of the fastest growing companies with nearly 4 million members. No matter your title, we’re a team that collaborates on building great products and making an impact together.

ABOUT THE ROLE:

We are looking for a Member Experience Specialist to join our growing team in New York. In this role you will be responsible for handling escalated inbound from members who have technical or account related issues, working cross functionally to improve processes, quality of interactions, and provide feedback to improve our internal tooling, in addition to coaching and offering guidance to our broader support team.

We are looking for someone who is a self-starter and has a passion for investigating and resolving complex issues in a fast paced environment. If you are organized, positive, and looking to join an amazing team of highly dedicated people this is a great role for you.

RESPONSIBILITIES:

• Deliver exceptional support to escalated member inquiries from our front line support team and social media channels
• Assist the support team’s day-to-day operations, answering representative’s questions and providing help where necessary
• Advocate for our members by identifying and prioritizing issues and product feedback to our engineering, product, and design teams
• Help analyze and suggest improvements to existing FAQ content, policies/procedures, and support tooling
• Coach support representatives and provide constructive feedback to the overall team 

ABOUT YOU:

• You have a strong ability to express yourself verbally and in writing to our members and team
• Multi-tasking comes easily to you and you thrive in a busy environment
• You’ve got experience with ZenDesk or a similar CRM platform
• You pay close attention to detail and have an ability to investigate complex issues across multiple systems
• You’re a self starter and can work independently on additional departmental projects

REQUIREMENTS:

• 1-2 years of support experience in a customer facing role
• Background knowledge of the FinTech space and terminology
• Availability to work weekends or nights 

BENEFITS:

• Competitive salary 
• Meaningful equity in the form of stock options 
• 401(k) plan with company matching
• Discretionary performance bonus program 
• Biannual performance reviews
• Medical, Dental and Vision premiums covered at 100% for you and your dependents 
• Flexible time off and paid holidays 
• Generous parental leave policy
• Commuter benefits 
• Fitness benefits
• Healthcare and Dependent care FSA benefit 
• Employee Assistance Programs focused on mental health 
• Healthcare advocacy program for all employees 
• Access to mental health apps 
• Team building activities
• Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches