FoundersCard is looking for a new Customer Success Specialist to work onsite in our Austin, TX office. This is an amazing opportunity for someone with a customer support or sales background that is looking to join a growing team in an incredibly fast-paced and exciting company. We are a small team (currently 8 employees in the Austin office), and every single employee has the ability to make contributions across all departments to help us achieve our goals (as well as theirs!).

In this role, you are expected to provide a high-touch, personal, and informed experience for our Members. This is including but not limited to basic troubleshooting related to Membership benefits, as well as detailed requests requiring research, third party communication, and problem solving. You will interact with Members in all stages including prospective Members inquiring about Membership, new Member on-boarding, existing Member troubleshooting/support, and retaining unengaged Members. 

HOURS OF WORK

M-F 8am-5pm CT

Please note, additional hours may be necessary in order to accommodate Members' requests.

What You'll Do:

• Provide high level of customer service to Member via inbound calls and emails (Daily Volume: ~30 inbound calls, ~60 inbound emails)
• Thoroughly research and reply to Member requests with high sense of urgency and professionalism
• Conduct new Member "orientation" calls to introduce new Members to the site, walk them through how to redeem benefits, and show the incredible value of Membership
• Continually exceed Member expectations
• Ability to troubleshoot and communicate across multiple platforms
• Proactive Sales, both to new and existing Members
• Constantly evaluate Member experience and make suggestions to improve Member engagement/satisfaction
• Meet or exceed KPI's including time to first response, customer satisfaction scores

What You'll Need:

• 5+ years of customer service experience
• Excellent written and oral communication
• Polite and professional conduct, excellent interpersonal skills
• Proactive attitude with an ability to creatively solve problems quickly
• Independent, excellent time management and organizational skills
• Willing to to support other teams when needed
• Confident, with the ability to prioritize and meet deadlines working under pressure
• Computer and Technology savvy

What You'll Get:

• Competitive compensation package
• Healthcare: Medical (100% paid for by company), Dental & Vision benefits (90% paid for by company)
• 15 days PTO + other major holidays
• Casual office environment
• Office snacks and coffee provided

Office Location: 2028 E Ben White Blvd Austin, TX 78741