Employer: Extra App
Extra is a consumer finance company on a mission to reinvent everyday banking tools for the next generation. Extra’s first product, Extra Debit, is the first debit card that lets you build credit history and earn rewards back everywhere you swipe. Today, there are over 100 million Americans who don’t want, or can’t get a credit card—yet there are very few alternatives for establishing your credit other than with a risky credit card. Our mission is to make credit building safer, smarter, and more accessible for everyone.
(We couldn’t believe this didn’t already exist either)
Extra is run by a small, lean, and customer-obsessed team. Our crew has been responsible for internet sensations like Down To Shop, Try Not To Smile, and Coasterville — We are funded by some of the best consumer venture firms like Greycroft, Lerer Hippeau, Firstmark Capital, and more. As of recent, our co-founders Max and Cyrus made the Forbes 30 Under 30 List in 2020.
We pride ourselves in being a Teal Organization, meaning individuals are the leaders of their departments in every regard. You can learn more about Teal Organizations here.
What we’re looking for
We are looking for a rockstar Customer Support Lead to assist our members and agents. This role will drive operational excellence in addition to providing ongoing client support. We are looking for a Support lead who is an astute problem solver. The role demands high proficiency with both internal and external communication. Day-to-day you will split your time between providing first-class support via support channels (Intercom, Talkdesk) and creating documentation and processes to improve support and the user experience going forward.
This role will report to the Customer Support Manager.
What you will do:
- Create and update standard operating procedure documents to define how to respond to common issues
- Record changes in processes, procedures, configuration items, and other documents as needed/requested to enable a support team to appropriately field calls
- Work with outside vendors to train them to handle initial support using the appropriate operating procedures
- Respond and resolve escalated user calls, tickets, emails, and chats professionally and within defined SLAs
- Communicate and coordinate with technology team(s) to resolve end user tickets
- Support best practices for our members
- Share data and report out critical KPIs such as average time to close ticket and resolution satisfaction
- Mentor and train other members of the support team
Minimum Basic Requirements
- Must have 5-8 years of Customer Support experience
- Strong Customer service and communication skills
- Strong written communication skills – email, chat, etc
- Familiarity with ticketing systems – Intercom, TalkDesk, Jira etc
- Must have an upbeat and positive attitude, with the ability to work both in a team environment and independently
- Detail-oriented with the ability to multitask, prioritize, and manage time effectively
- Customer orientation and ability to adapt/respond to different types of characters
Preferred Qualifications
- 2 years of people management or equivalent experience
- Experience delivering results in a fast-paced environment
- Strong verbal and written communication skills including with executives and leaders in the company
- Ability to solve problems quickly with strong attention to detail, and a “first contact resolution” mindset
- Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness in decision making and independent problem-solving
- Ability to stay motivated in complex situations