Job Details

ID #3683777
State Iowa
City Des moines
Full-time
Salary USD TBD TBD
Source Iowa
Showed 2020-04-02
Date 2020-04-01
Deadline 2020-05-31
Category Customer service
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Customer Experience Quality Assurer

Iowa, Des moines 00000 Des moines USA

Vacancy expired!

About Uphold

At Uphold, our mission is to create trusted access to digital money and financial services for the many. Since inception, we have fought to provide a fairer, easier and more affordable system. We favor speed, simplicity, and ease of use over complexity. We put security and transparency first. Our commitment to transparency sets a new standard for the industry. Unlike banks, we are fully reserved, and transparent: we hold assets to match our obligations and publish both in real time.

Description

As a Customer Experience QA, you'll be Uphold's voice and will use empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. See an opportunity to improve customer trust at scale, or your own team's efficiency? Self-starters who identify and solve problems thrive at Uphold, and have a special role as the voice of our customers.

The role is an opportunity within our Customer Success team. You'll respond to a wide variety of inquiries from our customers using email, chat, and phone and will be expected to increase loyalty with every interaction.

Responsibilities

Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering teams

Creatively discover ways to improve productivity for the Customer Success team

Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles

Grow your financial services expertise

Develop deep subject mastery of complex financial concepts like Equities Trading Margin and Options Trading

Master Uphold policies and procedures pertaining to complex user scenarios and translate them into outstanding customer interactions

Ensure internal process and quality standards are being followed correctly by outsourced partner by auditing a sample of cases and documenting evidence

Provide feedback to outsourced partners to ensure customer’s experience continuous improvement as per internal processes

Be point of contact to outsourced partner to clarify procedural questions

Collaborate with internal Customer Support Operations to develop and document new processes and identify opportunities on the current onesCollaborate on training sessions for the outsourced partner to deploy accurately new process implementation

Enhances department and organization reputation by accepting ownership for accomplishing new and different requests

Analyse data to identify improvement opportunities and create plans to achieve higher performance

Other duties as required or assigned

Qualifications

High School diploma (college degree preferred)

Must possess previous customer support experience in a role with direct contact with customers and exposure to procedures 1 - 3 years, preferably in the financial industry

Ability to think critically and apply logical problem-solving skills to isolate and resolve issues

Strong written and verbal communication skills; Fluent written and oral English skills (Spanish is considered a plus)

Attention to detail and strong analytical skills

Must be able to act independently and be self-motivated

The ability to quickly defuse customer anxiety through exceptional customer service skills

Effective usage of Excel and/or Google Sheets and broader computer skills are required

Must be detail oriented, and posses an overall happy disposition

EEOC Employer

Uphold is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class.

Vacancy expired!

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