Customer Success Training Specialist at Self Financial

| Austin
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Self Financial, Inc. helps consumers establish and build credit history. We are a venture-backed, financial services startup based in Austin, TX. At Self, our mission is to help millions of people build credit and save money on their journey toward financial security.

There are about 100 million people in the US who have low credit scores or who have no access to credit at all. Sadly, there aren’t many options for these people. Most banks aren’t doing anything material to change the situation because it’s not profitable for them to do so. Bad credit or no credit history can be barriers to renting an apartment or getting certain jobs, let alone buying a car or house. And if you can get a loan with a low credit score, you’re very likely to pay a lot more in interest over the life of that loan.

Our team is passionate about challenging the status quo of the credit industry by giving people accessible and affordable tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can most benefit from them.

We're looking for people who share a passion for our mission and relate to why we do what we do. At Self, we want to work with people who are driven to tackle challenges, bring unique perspectives, find solutions and help make the financial space a better place for our consumers. We recognize that it takes different people and personalities to make our products – and our company – truly great. We only seek the best.

If you are someone who is equally passionate as we are, we want to chat with you.

About This Role

As a Customer Success Training Specialist, you will be responsible for ensuring our Customer Success team is providing high quality, accurate, and timely information to our valued customers across our support channels (phone, chat, and email). You will have the opportunity to build out new processes, set team-wide goals, and drive direct impact to our business and customers. You will work closely with the Customer Success team and leadership to shape Self and how we operate by providing insights on where we can improve as a team, ideas for tool enhancements that will help us scale, and product improvement suggestions for our cross-functional stakeholders.

Requirements

Activities and Responsibilities:

  • Own team-level quality score and CSAT KPI’s
  • Perform quality review audits on CS team members across channels
  • Summarize quality scores into regular reporting for the management team
  • Provide coaching to team members to drive performance improvements
  • Ideate tool and product improvement opportunities based on quality reviews
  • Create training documentation and knowledge base content
  • Train new team members

What you will need:

  • 3+ years experience in customer service or online operations preferred
  • 1+ years experience in a quality review or trainer role preferred
  • Strong business problem solving instincts
  • High EQ and ability to build rapport with team members and stakeholders
  • Excellent communication and presentation skills
  • Strong ability to adapt in a fast-moving, startup environment

Benefits

Our compensation and benefits are competitive, but there's one thing that Self Financial can offer that many startups cannot: we can positively change the world, while making a profit. Over 64 million adults in the U.S. do not have a credit score due to a lack of credit history. Self is solving this problem with innovative technology and partnerships.

Our perks include:

  • Competitive Pay
  • Stock options
  • Generous employer-paid health, vision and dental insurance coverage
  • Enjoy our vacation policy – there is no policy, balance matters
  • Educational assistance
  • Free gym membership
  • Plenty of snacks and drinks provided
  • Casual dress code
  • Catered company lunches on Mondays and Wednesdays
  • Team happy hours and events
  • Downtown Austin office space

How we act with each other is how we act with our customers. We are direct, transparent and respectful, and we hope you embrace that approach.

Self Financial requires all employees hired to successfully pass a background check.

We are an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • GraphQLLanguages
    • ReactLibraries
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • React NativeFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • SegmentAnalytics
    • BrazeAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • ContentfulCMS
    • MailChimpEmail

Location

Our company is in the heart of downtown Austin overlooking the world-famous sixth street district and the Texas State Capitol building.

An Insider's view of Self Financial

What’s the vibe like in the office?

We are constantly growing and facing new challenges, but everyone works well together. Our company events are always fun and a good way to get to know each other better. We are a very tight-knit group, and I wouldn't have it any other way!

Joanna

Customer Success Team Lead

What projects are you most excited about?

The best part about being at a company at this stage is being able to build data infrastructure and marketing programs from the ground up. I'm most excited to build out our entire retention marketing strategy to drive increased user engagement. We're utilizing a great growth automation system that allows us to do some really cool things.

Tim

Director of User Acquisition

How has your career grown since starting at the company?

Since joining Self, I've had the opportunity to develop my skills in both our frontend and backend repos. I've also learned a lot about working together with stakeholders to create new features or resolve bugs. I definitely feel like a stronger engineer having worked on this team and learning so much from my colleagues about maintainable code.

Kristin

Software Engineer

What is your vision for the company?

Most financial institutions cast aside those considered low-to-moderate income. We help people with fundamental aspects of financial health – building credit, using it wisely and saving money. My goal is to continue building a company of highly talented and collaborative people driven by a mission of helping people achieve financial stability.

Brett

Chief Marketing Officer

How do you collaborate with other teams in the company?

As a fast paced work environment, collaboration is key. It’s great to work with people who are willing to help each other out. If you have a question, it’s as easy as walking to their desk to ask!

Jorge

Compliance Manager

What are Self Financial Perks + Benefits

Self Financial Benefits Overview

We're located in downtown Austin with a direct view of the Capitol! Being in the heart of the action creates an exciting place to grow the company and make a huge impact for our customers.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Equity Incentive Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home full-time remote for specific positions.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees in specific positions free parking or a transportation stipend.
Pet Friendly
Relocation Assistance
We offer relocation assistance to new employees.
Fitness Subsidies
We offer gym membership for employees.
Professional Development Benefits
Job Training & Conferences
Self offers employees professional development opportunities like an annual individual budget for training.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, leadership mentoring.
Continuing Education stipend
Paid industry certifications
We offer paid industry certifications for specific positions at Self.
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