Customer Support Associate

We are a fast-growing, mission-driven fintech company that provides quality financial solutions for people whose needs go unmet by traditional institutions. We serve people with complex needs and those who care for them, and it is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives. As a Customer Support Associate, you will quickly become an integral member of our customer support team and a go-to expert on our customers. You will field a variety of inbound phone and email inquiries, and provide warm, professional customer service to the people who rely on our services to help navigate important decisions and life situations. If you are someone who values helping people through your work, gets energized by speaking with customers, has great attention to detail, brings excellent written and verbal communication skills, and possesses a high degree of empathy and patience, this could be the role for you - we encourage you to apply! We are looking for someone who can work a set 40-hour per week schedule, working eight continuous hours each day, beginning at either:

• 6:00 am Pacific Time / 9:00 am Eastern Time
• 9:00 am Pacific Time / 12:00 pm Eastern Time

This is a remote position, and you are welcome to work from anywhere in the US. What You'll Do

• Provide exceptional support to our customers via phone and email.
• Learn and embody the “True Link Voice” - our unique way of communicating with customers.
• Be a detective and a problem solver who helps people resolve unique financial issues.
• Help individuals with unique financial needs navigate important life situations.
• Help with operational tasks and projects.
• Share customer feedback and experiences with the team.
• Proudly represent our company that is known for providing top-notch customer support.

Who You Are

• Strong communicator - A patient, kind, and empathetic listener and a skilled writer who is eager to understand where people are coming from and help them as much as possible. Energized by the opportunity to speak with customers over the phone.
• High degree of personal responsibility and ownership in helping customers - A punctual, trustworthy, and reliable professional who goes above and beyond to provide the best possible customer support. Eager to work on a team and create respectful, supportive relationships with teammates and customers. An absolute love for helping people!
• Ambitious and oriented to learning - Excited to learn and navigate new tech platforms, systems and processes; interested in learning from feedback and dedicated to improving your skills. An optimist who maintains a positive attitude when faced with a challenge or problem. Desire to join a fast-paced company that changes people’s lives for the better.
• Previous professional experience working in customer service or personal or professional experience working with people with disabilities, vulnerable older adults, or people in recovery from addiction.
• Please note that special consideration will be given to applicants with one or more of the following: Weekend availability, Experience working as a health care coordinator or similar role, Experience working as a trust coordinator or similar role, Applicants who have Spanish language skills.

Why You'll Love Us

• We’ve got the energy and passion of a startup combined with the professionalism of a financial services firm and the compassion of a mission-driven organization that truly cares about each other and the people we serve.
• We're just getting started! With fifty million Americans in our addressable market, we are growing quickly into a large financial services company that will be developing new products you will help us shape and take to market.
• We offer competitive wages, Health, Dental & Vision coverage, your very own professional development budget, and an awesome vacation package.
• Our customers are not only grateful for our services but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. You can end each work day knowing you are doing a really wonderful thing by helping our customers.
• We treat one another like we treat our customers: with respect and dignity. Diversity, equity, and inclusion are cultural values we take very seriously, and we welcome and recruit team members of all backgrounds and identities.
• We like to have fun together! The majority of us work from home from all across the US, and we enjoy connecting virtually for laughs with teammates, and appearances of kiddos and furry friends over Zoom. For those of us who work in our offices, they are dog-friendly spots, filled with snacks, catered lunch, and a group of friendly, caring people. And we love our in-person team get-togethers around the country.
• With offices across the country, we welcome applicants who want to join our existing offices (in San Francisco, CA and Kingston, NY) or work remotely in the US.

If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our team. Please apply directly here on our website for us to consider your candidacy. We will only be reviewing applications submitted to our website. When you apply, please complete all questions on the application to be considered.