PaloAltoRecruiter Since 2001
the smart solution for Palo Alto jobs

Tier 3 Technical Support Lead

Company: Earnin
Location: Palo Alto
Posted on: January 8, 2022

Job Description:

Earnin is a community-supported financial platform with a suite of tools that let people take control of their financial future. Earnin started out by solving one of the greatest - and least discussed - inequities in the American financial system: the practice of employers paying workers bi-weekly. Earnin's core product, Cash Out, allows people to access the pay they've already earned. There are no loans or hidden costs. People pay what they choose. Other products include: Balance Shield, which helps prevent overdrafts, a financial calendar that helps people budget and schedule payments, and Tip Yourself - a revolutionary free social savings app. Funding: Series C, current funding partners include Andreessen Horowitz, DST, Matrix Partners, Ribbit Capital, Felicis Ventures and March Capital. - Join us and help build a new financial system focused on fairness and people's needs. You can help make a difference! Position Summary: At Earnin we use data, technologies, and processes to continually improve the customer experience through better operations, programs, and tools. We are looking for a motivated team player to join the CX team to solve issues for community members and advocates at scale across multiple sites. You will be working directly with partners and internal teams (Customer Experience, Product, Analytics, Engineering, Marketing, Finance, and Legal & Compliance) and will define your success and make decisions based on data and feedback. You will develop conviction in your plan of action and inspire the team. Tier 3 Technical Support provides assistance to our community members and partners. The team's responsibilities include but are not limited to: -

  • Handling technical escalations from various sources (frontline agents, social media, executives), reproducing and reporting issues, and driving to resolution with product and engineering teams.
  • Working cross-functionally and with our key strategic partners to create and deliver effective, efficient, and meaningful experiences for our community members.
  • Creating and updating knowledge articles in our knowledge base.
  • Advocating for our community and partnering with product and engineering teams to reduce product friction. What You'll Do:
    • Handle technical escalations, reproduce issues, and work with engineering to resolution as required.
    • Help develop, standardize, and implement best practices and standard operating procedures.
    • Surface feedback from frontline, specialist and data sciences teams as well as self analysis of incoming tickets, to understand the top trending issues and share actionable insights and recommendations on mitigating the top contact drivers.
    • Provide continual evaluation of support processes and procedures and build a strong relationship with key strategic partners to ensure we create and deliver effective, efficient, and meaningful support experiences for our community members and support agents.
    • Be a voice of the community and effectively communicate bugs, updates and information to product and engineering teams and collaborate on timely resolution of the issues.
    • Work as a member of special or ongoing projects that are important to process improvement and scale.
    • Become an Earnin certified knowledge writer to create knowledge articles for new and unknown issues and update existing articles as our products and processes evolve. What We're Looking For:
      • 3+ years of experience in Tier 3 level technical customer support with a track-record of high performance including problem-solving and complex troubleshooting.
      • Flourish in a fast paced, deadline driven environment with teammates who are results oriented and fast thinkers.
      • Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
      • Self-motivated to solve the issue and can act independently to prioritize and manage multiple issues at a time.
      • Seek to overcome challenges and accept failure as an opportunity for improvement.
      • Proven ability to multitask, prioritize, and manage time effectively.
      • Exceptional listening skills to be able to understand, empathize and resolve issues.
      • Appropriate judgment in upward communication when concerned about processes, tools, the impact to agent or customer experience, or gaps around best practices.
      • Proficient in MS Office/Google Workspace.
      • Familiarity with CRM systems (preferably Zendesk) and practices. Strongly Preferred:
        • High volume software support experience via chat, email, and/or phone
        • Experience with analyzing data, creating reports and dashboards
        • Financial technology or US banking experience At Earnin, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience, but also in perspective. We celebrate our diversity and strive to create a culture of belonging. Earnin does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. Earnin is an E-Verify participant. - Earnin does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team. Are you legally authorized to work in the United States? -*
          Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status)? -*
          What is your preferred pronoun?
          U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Earnin are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Are you Hispanic/Latino? Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
          • Autism
          • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
          • Blind or low vision
          • Cancer
          • Cardiovascular or heart disease
          • Celiac disease
          • Cerebral palsy
          • Deaf or hard of hearing
          • Depression or anxiety
          • Diabetes
          • Epilepsy
          • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
          • Intellectual disability
          • Missing limbs or partially missing limbs
          • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
          • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Earnin, Palo Alto , Tier 3 Technical Support Lead, IT / Software / Systems , Palo Alto, California

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Palo Alto RSS job feeds