Customer Care Associate

New York City (hybrid)Hybridfull-timemid

OtherCustomer Care Associate

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Quick Summary

Overview

Hi, we're Brigit! A holistic financial health company helping everyday Americans build a brighter financial future. With a business model that is aligned with our customers, we create transparent,

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OtherCustomer Care Associate

Hi, we're Brigit! A holistic financial health company helping everyday Americans build a brighter financial future. With a business model that is aligned with our customers, we create transparent, fair, and simple financial products that put money back in the hands of our members, help them spend wisely, avoid unfair fees and build their credit quickly. If autonomy, ownership, and having meaningful input at the company you work for is important to you, come join our growing team!

Brigit is doing innovative and exciting work, but don’t just take our word for it, our work is being recognized by others:

As a Customer Care Associate, you will be joining a team of passionate agents responsible for all basic tasks of Customer Care. As the front line to our customers, your primary goal will be to handle all customer interactions with empathy, spot trends in customer issues and escalate to other departments in a manner that is consistent with our brand and our values.

Responsibilities

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Respond to emails and live chats (goal is 200/tickets a day, depending on volume)
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Learn and be an expert in all the issues/situations our users need assistance with
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Be on the lookout for issues reported by customers and create Jira tickets for other departments to review/resolve
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Feel comfortable in escalating tickets as required and follow through to resolution
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Acknowledge all feedback given from management regarding QA, attitude, or performance reviews
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Escalation of all BBB threats, CFPB threats, FTC threats, legal matters and other high pressing issues to Management

High School Degree or Bachelor's Degree
Experience working with Zendesk
2+ years of supporting customers through digital channels, including email and live chat
Passion for helping people and providing incredible customer care
Ability to work in a fast-paced work environment and thrive in ambiguity.
Can handle a large volume of email inquires and solving customer questions in a timely manner
Empathy and problem solving skills
Ability to work independently while remaining highly collaborative with the broader team
Efficient and clear communication skills to resolve difficult customer issues
Strong ability to spot trends or problems and creatively find solutions
Professional response to negative feedback or user interactions

This is a hybrid role, based out of our NYC office.
Required to be in office 2x a week. Weekend day will be at home

This role is eligible for overtime hours.

What We Offer

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✓Medical, dental, and vision insurance

✓Flexible PTO Policy

✓401k plan

✓Paid Parental Leave

✓Physical and mental wellbeing benefits including Wellhub for access to virtual workouts and discounted gym memberships, and Headspace for covered virtual therapy sessions and unlimited on demand health support

✓Monthly reimbursements to use against wifi and cell phone bills

✓Annual reimbursement for Learning & Development

✓Help hard working Americans build a brighter financial future

✓A dynamic, flexible and collaborative start-up work environment with a highly talented team

✓For information on our data privacy policies, see the Brigit California Personnel Privacy Policy.

✓Brigit uses E-Verify for employment authorization. See the E-Verify and Department of Justice websites for more details.