What We're Looking For

Are you an action-oriented and empathetic individual who wants to contribute to something impactful from the ground up? Do you get excited about helping people solve problems? Charlie is building the future of banking for the coming wave of millions of tech-confident retirees who deserve a bank built from the ground up for their unique needs, a bank they don’t have to get in line for, a bank that comes to them.

We are looking for a friendly, empathetic, and patient individual who genuinely enjoys assisting customers and solving their problems. As our Customer Support Representative, you will primarily focus on handling customer calls, resolving support tickets, noting customer feedback, and ultimately providing exceptional service. Your role will involve addressing customer inquiries, resolving issues, and ensuring their overall satisfaction and comfort using Charlie.

To ensure success in this role, you should exhibit excellent customer service and communication skills, both verbal and written. Success requires kindness, empathy, and patience, as well as a commitment to using provided resources to capture all aspects of customer feedback and issues.

You’d be joining a diverse team assembled by a highly experienced group of founders including our CEO Kevin Nazemi, who served as the Co-Founder and Co-CEO of Oscar Health (NYSE: OSCR), and a company financially supported by some of the most respected FinTech Investors.

Responsibilities

• Answer all inbound Customer Support and Sales calls in a fast-paced environment.

• Listen attentively to customers, understand their concerns, and provide appropriate solutions.

• Resolve and respond to Customer Support emails and potential customer onboarding social media queries in a timely and accurate way according to team SLAs.

• Using the provided frameworks, track all customer interaction notes.

• Escalate complex issues to appropriate departments or managers.

• Be logged on and ready for calls by 8:45 am CST.

• Be able to join team meetings up to 6:30 pm CST.

Qualifications

• 3+ years experience in customer-facing roles (customer service, customer relations, customer experience, customer support, or a similar role).

• Strong verbal and written communication skills.

• Ability to multi-task, prioritize and manage time effectively.

• Familiarity with Google Suite and ZenDesk, or other CRM software.

• A positive, can-do attitude.

• Experience at a Fintech/Neobank or other startup.

Benefits

• Equity ownership.

• Competitive compensation.

• Medical, vision and dental coverage (US employees).

• 401k with company match (US employees).

• Three weeks of annual vacation and 8 observed holidays.

Our Ethos

Treat every customer as if they were our parents. We value integrity and empathy and work to earn the trust of our customers and community by the choices we make every day. Caring for our customers is at the center of everything for us.