Junior Support Analyst

Company

Payfare is a global financial technology company powering digital banking and instant payout solutions for today’s workforce. Payfare partners with major platforms (Lyft, DoorDash, Uber and more) in the on-demand gig economy to drive financial inclusion and empowerment for next-generation workers.

Job Overview

The Payfare Operations Team plays a critical role in promoting excellent customer support for cardholders, including remote call center oversight and escalated day-to-day customer support. Working closely with Product, Engineering and Compliance teams, the successful candidate is a proactive team player and customer support pro who facilitates a positive cardholder experience.

The successful candidate has 5 or more years of experience in high-level, industry-leading customer support in banking, apps/tech or call centers. You have the ability to coordinate work with internal and external teams in remote centers. You are a proactive, service-oriented team-player with an aptitude for and an interest in complex customer service work, with a demonstrated track record who is eager to learn and grow in a fast paced, start-up environment.

Reports To
Director of Support Operations

Responsibilities:

The Support Analyst has the following responsibilities.

• You will become an expert on Payfare’s card programs, including:
• banking app functionality and usage
• administrative and support tools
• operational processes
• Provide third level customer support and an escalation point for the call center team.
• Proactively use and develop ownership of knowledge base and evolving resolution methods.
• Work with our CRM and internal tools to analyze, investigate and resolve issues.
• Assist with customer support tickets and cardholder escalations.
• Utilize strong communication skills: ticketing notes, chat help, process documentation
• Assist the Support Team with ad hoc reporting or projects.

Qualifications:

• 5 years experience in customer service within a call center and ticketing environment.
• Independent and curious learner who likes being involved in a variety of tasks and activities.
• Excellent time management and accountability skills.
• Strong problem solver who can analyze information and offer recommendations.
• Experience with Zendesk or other CRM tools is an asset.
• Experience in banking, fintech, or payments industry is an asset.
• Availability to work weekends regularly with a flexible schedule.
• University or college degree required.

Equal Opportunity

Payfare Inc. recognizes the importance of providing an accessible and barrier free environment to succeed. We are committed to fostering an inclusive, diverse and equal opportunity workforce where all employees are valued and respected. If you require an accommodation for any part of the recruitment process, please let us know and we will work with you to meet your needs.

Job Type: Full-time

Benefits:

• Casual dress
• Extended health care
• Work from home

Schedule:

• Monday to Friday

Work Location: Remote