The Customer Solutions Team is creating an inspired culture, where Specialists don’t just answer questions, but solve problems. We view every interaction as an opportunity to educate and empower our customers. We are empathetic, human, and deeply committed to our customers and the brands they love.
Customer Solutions Specialists are experts on Imprint and our products. Specialists answer phone calls, chats and emails from customers and work to resolve issues such as sign-up inquiries, rewards questions, payments, account management and troubleshooting. Solutions Specialists are the go-to people when customers have questions or need assistance beyond their self service options. These are the situations where the right Specialist can make all the difference for a customer.
Your Day-to-Day
- Handle cardholder inquiries by phone, chat or email
- Build customer loyalty through effective communication, adapting style when needed to serve different customer profiles
- Research customer inquiries using appropriate tools
- Determine root causes and identify solutions to customer issues
- Leverage product knowledge to teach, demonstrate, guide and empower customers through self-service tools
- Provide compassionate, timely resolution to customer inquiries while maintaining a positive and friendly demeanor
- Document customer inquiries and feedback that will help improve our consumer products, tools and operational processes
- Serve as brand ambassador for Imprint and partner brands to ensure customer connection and loyalty
We Are Looking For Folks With
- 2+ years Customer Support experience answering phone calls and chats
- Passion for creating exceptional customer experiences
- Excellent verbal and written communication
- Exceptional organization and attention to detail
- Financial services or Fintech experience
- Strong problem solving skills to identify root causes and offer best solutions to resolve the customer need
- Patience and empathy for customer frustrations
- Emphatic commitment to personal growth and development
- Weekend and night availability
- Shift details: Tuesday through Saturday 12:30pm-9:00pm EST
Bonus Points
- Phone, chat and social media experience
- Escalations or tier 2 support in a contact center
- Experience writing/developing wiki or customer help center content
- Experience working in a remote environment
- Bilingual in Spanish
Perks & Benefits
- Competitive compensation and equity packages
- Leading configured work computers of your choice
- Flexible paid time off
- Fully covered, high-quality healthcare, including fully covered dependent coverage
- Additional health coverage includes access to One Medical and the option to enroll in an FSA
- 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
- An understanding that successful hybrid work requires flexibility and an appreciation for asynchronous work
- Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.