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Member Services Associate

Operations | San Francisco, CA | Full Time

Job Description

Why Plastiq?

Plastiq (pronounced “Plastic”) is a fast-growing financial technology company changing the payments landscape by empowering consumers to use their cards everywhere cards are not accepted.  The company is headquartered in San Francisco and is backed by top advisors and investors.

 

Why You Matter at Plastiq

Plastiq is looking for an experienced service professional who's hungry for a challenge and excited by the high-stakes landscape of start-ups and payments. Here at Plastiq, we recognize and appreciate the fact that our entire purpose of existence is to provide amazing value to our customers.

We've been growing at a white-hot rate and we need some help on the front lines providing information and support to our current and prospective members. You will be immersed into the payments business and interact directly with talented folks across the entire company and industry. Additionally, your perspective of member issues, questions, and concerns will be a valuable resource to everyone on the Plastiq team. This is an amazing opportunity to reach your potential in the high-stakes payment industry, with an exciting new company challenging the way people think about credit cards.

 

Why You Fit at Plastiq

You’re passionate about people.  You love talking to and helping people.  You can communicate well with anyone and keep folks on the same page.

You represent our customers.  You can coordinate with our Product and User Experience teams in order to provide insights into customer pain points and opportunities for delightment.  You interact directly with our customers and report their questions, suggestions, and concerns to the rest of the Plastiq team.  

You’re a strong communicator.  You are quick to respond to member emails, chats and text messages.  You're not easily flustered and have the ability to maintain a positive tone in the face of adversity.   

You are tech savvy and a critical thinker.  You know your way around PC, Mac and iOS devices.  You enjoy applying objective analysis in order to solve difficult problems.  You are comfortable troubleshooting, investigating potential bugs and reporting them to our tech team, and are able to do minor data entry.

Requirements

  • You have superior communication skills and are a strong writer, particularly in writing formal emails.

  • Able to troubleshoot on a PC, Mac and iOS devices

  • You are tech savvy (not necessarily a programmer, just not a Luddite).

  • You're a fast learner with a curious mind.

  • Good at data entry.

  • You've had some experience in the service industry (e.g. food service, call centers, customer service, retail etc.)

  • Payments experience

  • Experiencing reporting bugs and error with a ticket tracking system (JIRA, FogBugz, Lighthouse etc)

  • Knowledge of CRM software (Desk.com, Zendesk, Freshdesk etc.)

  • Great Attitude

  • Knowledge of live chat software (LiveChat, Olark, Snapengage etc.)

  • Always looking for more to do

  • Knowledge of text software (Teckst, CallerZen etc)