customer relations San Francisco, CA
ChronoMetriq
Full Time
San Francisco, CA
107170 - 73071 USD ANNUAL Today
Job description
Pomelo is on a mission to improve the lives of immigrants and their loved ones abroad by extending the U.S. credit system internationally. We are proud to be the first fintech company to combine international money transfer and credit, making money transfers refreshingly free, fast, and secure.
As an early-stage start-up, we are building a product that rethinks what money transfer can do for people, existing at the intersection of family, personal finance, consumer credit, and global remittances.
We're a team of ~30 and are growing our San Francisco headquarters. Our investors include Keith Rabois of Founders Fund (CEO at OpenStore, former COO of Square), Kevin Hartz (Co-founder/CEO of Xoom), The Chainsmokers, The Weeknd, and more.
Your Role
Reporting to our Head of Operations and Strategy, this role will help with both strategic and tactical initiatives, helping set up the foundation of this team. As the first hire in our Customer Experience team, you'll directly interact with our members to solve their needs and ensure they have a world-class product experience. You are the eyes and ears of our members, serving as their internal advocate and ensuring they have a voice.
As we scale, you'll have the opportunity to grow the team to properly scale the department. In addition to hiring people, this includes implementing systems and designing processes for long-term growth. Some of your responsibilities include:
- Documenting customer feedback and feature requests
- Bringing the Voice of the Customer to internal roadmaps and projects
- Reporting software bugs and UI issues
- Becoming a product specialist
- Architecting CX solutions & tooling
Qualifications
- Ability to provide seamless, high quality customer support
- Excellent prioritization and detail-oriented skills
- 3+ years of experience in a customer-facing role managing relationships with a high volume of users
- Strong problem-solving skills with the ability to identify customer friction points and navigate data and people to find answers
- Strong business acumen, with an understanding of underlying drivers and strategy of customer success
- Passion for customer success, with a unrelenting focus on driving customer happiness and value
- Strong knowledge/experience of how customer interaction channels and software work (interactive voice response, call center phone systems and reporting, chat technologies)
- Experience leading cross-departmental projects to drive positive customer outcomes
- Bachelor's degree or equivalent experience
Nice to Have
- Previously worked at a startup, preferably fintech
- Zendesk proficiency
- Experience with managing a phone support team
Benefits and Perks
- ❤️ A meaningful mission and an opportunity for direct social impact. We're putting real money back in the hands of the people who need it most and helping immigrants and their families realize the American dream.
- An amazing team and culture. You'll have peers from both top tech companies (e.g. Google, Twitter, Microsoft) and other successful startups (e.g. Affirm, Remitly, MemSQL). We empower each other to do great work and continue growing.
- Opportunity for major impact, learning, and growth.
- Platinum-level health insurance (medical, dental, vision) — with 100% covered by the company for you and 50% for dependents.
- PTO: 3 weeks in your first year, 4 weeks thereafter, plus national holidays
- ✈️ $1,500 annual travel stipend
- $300 annual wellness stipend
- $500 home office setup stipend
- Twice-a-year company retreats. Previous trips include skiing in Park City and getting sun and surf in Cabo, Mexico.
ChronoMetriq
www.chronometriq.com
Montreal, Canada
Unknown / Non-Applicable
1 to 50 Employees
Company - Private
Computer Hardware Development
