Member Experience Associate

About the Company

Earn In builds products that deliver real-time financial flexibility for people living paycheck to paycheck. Members can access earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.

Earn In’s member experience associate is a customer-obsessed advocate who drives end-to-end resolutions and shapes the future of our customer care service. The role is part of an elite benchmark team that builds processes and procedures behind service and collaborates closely with product managers, engineers, and tier 3 associates.

Daily responsibilities include resolving customer problems and complaints, recommending solutions, and guiding customers through product features and functionalities.

• Empathetic customer service that is focused on the human as well as solving the problem.
• Resolve customer questions, concerns, and product issues by engaging the customer and using critical thinking.
• Respond to customer concerns on time and empower them during and after your service — the customer should leave much better after the interaction with you.
• Monitor, investigate, research, and be proactive about solving problems, customer issues, and identifying areas for improvement and opportunity.
• Document insights, procedures, and processes that work and share with the team.
• Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services.
• Communicate new products and features to customers.
• Make sure to follow up with customers until problems or issues are resolved.

• 1+ years of experience working in a role that had a direct impact on customer experience and/or customer experience-related operations.
• Bachelor’s or equivalent industry experience.
• Empathetic customer service associate focused on the human.
• Great communicator and storyteller who can motivate, influence, and advise others.
• Demonstrated ability to foster collaboration and facilitate teamwork.
• Demonstrated ability to be solution oriented using critical thinking, common sense, and proactive problem solving skills.
• Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly changing environment.
• Hands‑on and willing to get hands dirty on execution.
• Tech‑savvy and multiple tool and software power users.

US base salary range $65,000 – $75,000 plus equity and benefits. The role is in‑office, 5× a week in Mountain View, CA, with weekend shift flexibility.

Earn In does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws.

Earn In is an E‑Verify participant and is an equal opportunity employer.