Found Job in United States – Customer Experience Associate

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Hi, my name is Lance and I lead the Found Customer Experience. The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey, from onboarding to running their business with our tools and resources.

Because our team is in constant conversation with our customers, we are uniquely positioned to support the company by identifying customer trends, collecting product feedback, and evaluating software bugs.

We are looking for team members who are passionate about providing the best possible customer experience to independent professionals who rely on Found to help them run their businesses. As a member of a growing team, you will also have a direct impact on how we build our team and how Found builds its product. Go through each question yourself, so if you have any questions, include them in your presentation.

Some recent team findings include:

• The number of people has doubled in the past few months, with new team members fully integrating in just a couple of weeks.
• Supporting thousands of customers, with an average customer satisfaction score of 7.8 out of 10.
• Launch of new processes to forward suspicious activity to our Risk and Compliance team.

Day by day, you will have to:

• Support our customers via email, phone and social media channels during Found’s support hours. This role will work specifically Monday through Friday, from7:00 am to 3:00 pm PT.
• Keep our Customer Support Center alongside your teammates, creating and improving articles to ensure our customers have all the information they need before contacting support.
• Representing the voice of the customer to our product, engineering, design and business teams, to ensure their needs come first as Found continues to grow.
• Identify gaps in our internal processes in the CX team and help develop and implement improvements.
• Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering .

To be successful in this role, you have:

• 2 years of experience in providing exceptional customer service in a customer-facing role of any type.
• Excellent written and verbal communication skills, especially attention to patience, empathy and the ability to communicate effectively with a wide variety of clients and colleagues.
• An inquisitive mind and a talent for problem solving, both individually and as a team.

You may also have:

• Experience with common customer experience and analytics platforms (e.g. Zendesk, Delighted, FullStory, Amplitude).
• Previous experience working in customer support, experience or success in a software company.
• Experience as a freelancer, contractor, drug dealer or any other type of self-employment.

About you: