True Link (S13)

Financial services for older adults, people with disabilities, and people in recovery.

Customer Experience Associate

Location
 
San Francisco, CA, USA
Job Type
 
Full-time
Experience
 
Any (new grads ok)
About True Link

We are a mission-driven, venture-backed startup growing quickly into a large financial enterprise. We solve complex, life-changing problems for older adults, people with disabilities, and people recovering from addiction, all of whom are often neglected by the financial services industry.

It is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives, whether it’s our True Link Prepaid Visa Card saving a retiree from losing thousands of dollars of his savings to scams or our True Link investment advisory platform supporting a young woman with a disability to plan for her future while protecting her life-saving medical benefits.

We have offices in San Francisco, Denver, and Kingston NY, and a strong team of distributed team members across the US as well. If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our team.

Also:

  • Our investors include Khosla (Series B lead), QED (Series A lead) , Radicle Impact, Kapor Capital, and Initialized Capital
  • If you are a Rails/React or full-stack Rails engineer with four or more years experience, we are always interested

About the role

We are a fast-growing, mission-driven company that provides quality financial services for all, from protecting seniors’ money from scammers to providing supplemental financial tools for veterans with disabilities.

As a Customer Experience Associate, you will quickly become an integral member of our team and the go-to expert on our customers. You will field a variety of phone and email inquiries, teach new and experienced users how to use our products better, and work with leadership to scale our support model.

Once you understand our customers and our team, the sky is the limit for your advancement. We want you to actively seek out ownership opportunities, and your role will grow based on the set of responsibilities you show that you can manage.

What You'll Do

  • Provide exceptional support to our customers via phone and email
  • Learn and embody the “True Link Voice” - our unique way of communicating with customers
  • Be a detective and a problem solver who helps people resolve unique financial issues
  • Use various systems to gather and synthesize information to help customers and teammates solve problems
  • Generate insights about our customers and help our customer experience team share the story of our customers with the rest of the company
  • Take ownership of key tasks and programs across support and operations
  • Drive forward our ability to create an excellent customer experience by participating in strategic projects, such as building our self-help center, coordinating our internal training program, and expanding our hours and channels of operations

Who You Are

  • Ambitious and career oriented - you’re looking for a job where you can dig in and take on leadership opportunities
  • A fast learner - able to quickly get up to speed on complex systems and new products and policies, and you love asking a ton of questions to get there
  • Humble and focused on getting even the smallest details right - you welcome every task and project as an opportunity to build your understanding of the bigger picture
  • A problem solver and structured thinker - able to offer (and implement) solutions to systemic challenges
  • A strong communicator with experience sharing complicated ideas verbally and in writing
  • A highly empathetic, mission-driven, and motivated individual
  • Flexible and adaptable - able to thrive in a role that will have you “code switching” from one customer to another and one project to another
  • Excited by the idea of directly solving customers’ problems via phone and email

Why You'll Love Working At True Link

  • We’ve got the energy and passion of a startup combined with the professionalism of a financial services firm and the compassion of a mission-driven organization that truly cares about the people we serve.
  • We offer competitive wages, Health, Dental & Vision coverage, and an awesome vacation package.
  • Our customers are not only grateful for our services but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. Our customers and partners love us, and we love them back. You can sleep soundly every night knowing you are doing a really wonderful thing by getting our services into more hands.
  • We treat one another like we treat our customers: with 100% respect and dignity. Diversity and inclusion are cultural values we take very seriously, and we welcome team members of all backgrounds and identities.
  • Our offices are dog friendly and filled with snacks, catered lunch, and a group of friendly, caring people.

We are a mission-driven, venture-backed startup growing quickly into a large financial enterprise. We solve complex, life-changing problems for older adults, people with disabilities, and people recovering from addiction, all of whom are often neglected by the financial services industry.

It is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives, whether it’s our True Link Prepaid Visa Card saving a retiree from losing thousands of dollars of his savings to scams or our True Link investment advisory platform supporting a young woman with a disability to plan for her future while protecting her life-saving medical benefits.

We have offices in San Francisco, Denver, Phoenix, and Kingston, NY, and a strong team of distributed team members across the US as well. This position will ideally be based in our San Francisco office or NYC. If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact on people’s lives, we invite you to apply to join our team.

Other jobs at True Link

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Customer Experience Manager
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Senior Software Engineer
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