Customer Service Representative

Company introduction

Prósperos.ai is a powerful financial platform that will help 70M consumers in America and over 400M in Latin America. We will bring the unbanked and underbanked into the modern financial system while building an amazing business. We are a seed-funded startup that is founded by seasoned leaders with an IPO in 2019. We are building a high-growth company with a culture that is fast-paced, collaborative and innovative.

As a member of our early-stage startup, you will shape our product and company direction and contribute broadly across the company. All candidates must be local residents of the SF Bay Area and work remotely. Do your best work at Prósperosand make the world a better place.

Brief of the job

As a Customer Support Representative, you will be handling support for our customers. You will take inbound inquiries and communicate with customers in Spanish to resolve issues our customers are having with making deposits, money transfers, and cash withdrawals using the Prósperos mobile application.

Responsibilities

• Respond to customers questions, collect feedback and solve or escalate issues
• Maintain a feedback loop for driving continual improvement.
• Work jointly with internal teams to devise programs, measurement criteria, reporting mechanisms, and user guides/videos.
• Effectively and independently deliver the Prósperos value proposition, articulating product features to existing users in Spanish.

Requirements

• Must be fluent in Spanish and English
• Have a basic understanding of how banking works in the US (bank accounts, credit cards, deposits, withdrawals).
• Maintain accurate and up-to-date records and communication history within the Zendesk ticketing system.
• Effectively manage and prioritize multiple customer escalations simultaneously.
• Proficient with Google Docs, Zoom and other software systems common to supporting and communicating with others virtually.
• Maintain an in-depth understanding of the Prósperos product and its features.
• Liaison between customers and sales team
• Ability to empathize with clients’ challenges.

Qualifications And Preferable Experience

• Associate degree from a community college, junior college, or online in Finance, Business Administration, Communications, or relevant field.
• Zendesk experience preferred but not required
• Prior experience in a customer success or account management role preferred but not required
• Certification in customer success or related field preferred but not required
• Deep understanding of Latino culture and community preferred

Compensation

We believe in compensating fairly for the role and the kind of responsibilities it entails. The compensation for this role will depend on the candidates:

• Academic qualification
• Level of work experience
• $25-30/hr
• Equity

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Expected hours: 20 – 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• No experience needed

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Remote