Customer Experience Associate Weekend Warrior

About Found

The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in.

Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances.

We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment.

The Customer Experience team is at the heart of what we do  team directly supports Found customers at every stage of their journey, from onboarding to successfully running their business with our tools and resources.

Because our team is in constant conversation with our customers, we’re in a unique position to support the company by identifying customer trends, collecting product feedback, and triaging software bugs. CX Associates are key to this process, enabling product and policy improvements to make Found an effortless component of our customers’ work lives.

We’re looking for team members who are passionate about providing the best customer experience possible to the independent professionals who trust Found with helping them manage their businesses. As a member of a growing team, you’ll also have a direct impact on how we build our team and how Found builds its product. I personally review every application, so if you have any questions please include them in your submission.

Some recent team accomplishments include:

• Launching company-wide shadowing, to bring everyone at Found closer to our customers.

• Adding AI operations tasks to the team’s responsibilities, helping ensure that automation and AI service sounds like Found.

• Collaborating with product, design, and engineering teams to address frequent customer pain points to make positive changes for all of our users.

• Support our customers via phone, email, and social media channels during Found’s support business hours.
  This role will specifically work Sunday through Thursday. We are not able to accommodate non-US applicants at this time.

• Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all of the information they need before contacting support.

• Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow.

• Identify gaps in our internal processes and tools on the CX team and help develop and implement improvements.

• Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering.

• 2+ years experience providing outstanding customer support in a tech or startup environment.

• Experience with common customer experience platforms (e.g. Zendesk, Salesforce, Intercom, etc).

• An aptitude for working with customers over the phone and keeping conversations productive.

• Comfort working remotely and experience working with distributed teams across different time zones.

• Excellent written and verbal communication skills, with a focus on empathy and problem solving.

• An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams.

• First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment.

• A basic understanding of banking, personal finance, and/or taxes.

The anticipated wage range for this role is $30 - $33 per hour. The range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base…