Customer Solutions Specialist - Two Chicks With A Side Hustle

Who We Are

Imprint is building a payments and loyalty platform from the ground up to serve modern brands and their customers. Imprint is backed by Kleiner Perkins, Thrive Capital, Stripe, Affirm, Box Group, and leading angel investors, including the CEOs of Skims, AllBirds, WarbyParker, Plaid, and NuBank. We are focused on building a brilliant team who want to change payments and who embody Imprint’s Values.

The Team

The Customer Solutions Team is creating an inspired culture, where Specialists don’t just answer questions, but solve problems. We view every interaction as an opportunity to educate and empower our customers. We are empathetic, human, and deeply committed to our customers and the brands they love.

Customer Solutions Specialists are experts on Imprint and our products. Specialists answer phone calls, chats and emails from customers and work to resolve issues such as sign-up inquiries, rewards questions, payments, account management and troubleshooting. Solutions Specialists are the go-to people when customers have questions or need assistance beyond their self service options. These are the situations where the right Specialist can make all the difference for a customer.

Your Day-to-Day

Handle cardholder inquiries by phone, chat or email
Build customer loyalty through effective communication, adapting style when needed to serve different customer profiles
Research customer inquiries using appropriate tools

Determine root causes and identify solutions to customer issues
Leverage product knowledge to teach, demonstrate, guide and empower customers through self-service tools
Provide compassionate, timely resolution to customer inquiries while maintaining a positive and friendly demeanor

Document customer inquiries and feedback that will help improve our consumer products, tools and operational processes
Serve as brand ambassador for Imprint and partner brands to ensure customer connection and loyalty

We Are Looking For Folks With

2+ years Customer Support experience answering phone calls and chats
Passion for creating exceptional customer experiences
Excellent verbal and written communication

Exceptional organization and attention to detail
Financial services or Fintech experience
Strong problem solving skills to identify root causes and offer best solutions to resolve the customer need

Patience and empathy for customer frustrations
Emphatic commitment to personal growth and development

Bonus Points

Phone, chat and social media experience
Escalations or tier 2 support in a contact center
Experience writing/developing wiki or customer help center content

Experience working in a remote environment

Perks & Benefits

Competitive compensation, time off and equity packages

Leading configured work computers of your choice
Fully covered, high-quality healthcare including fully covered dependent coverage
Additional health coverage includes access to One Medical and option to enroll in an FSA

16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
Access to industry leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.

APPLY HERE!