Customer Support Specialist

Truework is on a mission to create trust in every financial transaction. This is why we build products that enable businesses and consumers to regain control over how their sensitive financial information is shared online. Our platform empowers lenders to complete employment and income verifications quickly and accurately while enabling organizations to automate the verification process and ensure the privacy of their employees’ personal data. On the consumer side, we are giving employees unprecedented visibility into how their professional information is shared between third parties such as banks, mortgage lenders and employers. We believe increasing data transparency and returning data controls to the consumer are two crucial steps toward improving the health and safety of the internet as we know it.

About the Role
As a Customer Support Specialist at Truework, you will play a key role in helping us deliver our product to our customers daily. Our operations team sits between our customers and back-end platform, playing a critical role in delivering a best-in-class experience to the hundreds of thousands of unique users our product and web application serves each month.

We are looking for a motivated and independent thinker with strong experience in high-volume call centers. We value tenacious curiosity and the ambition to deliver diamond-level service without exception.

Responsibilities
Help manage the pipeline of inbound inquiries, solving 50-60 tickets per day while ensuring SLAs are met on time
Participate in proactive customer outreach programs with a focus on reducing customer issues over time
Organize and keep track of internal procedures to facilitate scale
Effectively communicate with our internal teams and customers to gather all information necessary to successfully support customers on the Truework platform
Raise issues to the appropriate supervisor when confusing or ambiguous information is discovered
Understand the nuances of income and employment verification to continually improve the process or identify bottlenecks
Self-manage workload throughout the day to accommodate high incoming volume via phone, email, and chat
Think outside of the box to provide simple solutions to complex problems
The work schedule for this role is 8:00 AM to 5:00 PM Pacific Standard Time. Our Customer Support Specialists work 100% remotely from home, and a reliable high-speed internet connection is required.

You may be a fit for this role if you
Are dedicated to cultivating a world class customer experience
Hold yourself to the highest standards when it comes to organization and efficiency
Thrive in a fast-paced, collaborative environment
Are resilient and known for remaining calm in high-pressure situations
Have excellent verbal and written communication
Are highly disciplined, organized, and can juggle multiple moving pieces and details at once
Enjoy following a process and are motivated to point out areas for continuous improvement
Have a proven track record of excellence
Are adaptable and motivated with a strong work ethic
Prioritize security in your personal and professional lives. We handle sensitive personal data and put security above all else when making critical business decisions.
Would be nice to have
A Bachelor’s degree in a related field
Minimum 3 years of experience working for a startup in a high-volume call center or similar environment

Compensation, Benefits & Perks

Our cash compensation for this role is targeted at $16 – $21 per hour. Final offer amounts are determined by multiple factors including candidate expertise.

Employer-sponsored insurance options for Medical, Dental and Vision
Life insurance, STD, LTD
Paid parental leave
401(k) through Guideline