(REMOTE Opportunity located anywhere in U.S. Pacific, Mountain, Central or Eastern Time Zone)
At Riskalyze, we invented the Risk Number, and we're on a mission to put it at the core of every investing decision. We are part of a movement to create fearless investors. We do this by analyzing risk first and illustrating to investors that the short-term matters, which helps investors overcome poor investing decisions, and achieve better long-term results, which makes our customers — their financial advisors — more successful.
As a Customer Care Representative, you are helping to empower the world to invest fearlessly as the face of Riskalyze by serving and responding to every customer request with excellence and delight.
Role/Responsibilities
- Provide fast and delightful initial responses to customer requests (first response) via live chat, email, and phone.
- Relay tones of delight, helpfulness, and a positive attitude with customers during every interaction (CSAT/Delight).
- Resolve first-level questions, and provide expectations related to product issues in a timely manner (full resolution).
- Develop ways to reduce or deflect the number of tickets we process.
- Identify and escalate technical issues to internal stakeholders and report to QA and engineering teams when needed (bug reporting).
- Provide valuable product ideas to the product team. You are the "voice of the customer." (product idea submissions)
- Triage customer inquiries quickly to help maximize renewals and minimize churn (straight retention).
- Discover growth opportunities and work with teammates in Sales and Customer Success (net retention).
- Improve and leverage user-facing educational resources (e.g., KBs, Academy, webinars).
- Train and mentor new Customer Care Reps through feedback loops like Peer Reviews, the Buddy System, and team collaboration (continued learning).
Requirements
Be a Riskalyzer:
- Ability to work well in a high-energy, fast paced, and constantly changing environment.
- Speak the language of our core audiences: advisors, broker dealers, corporate RIAs, custodians and clearing firms, asset managers, and compliance departments.
Expert Communication:
- Excellent verbal and written communication skills for interactions with customers, partners, and prospects.
- Listening and demonstrating true empathy (building rapport) with customers (seeking to understand).
- Articulate complicated information, and simplify how-to steps, via written and verbal communication that is simple, clear, concise, professional, and friendly (delight).
Expert Troubleshooter:
- Stellar skills in specific subject matter. Ability to teach updates, processes, and explain complex issues to customers and teammates.
- Strong knowledge about computers, operating systems, browsers, and ability to document and reproduce basic issues.
Exudes Ownership (Leadership):
- Willingness to proactively reach out, initiating conversations, and providing assistance to customers and teammates.
- Take responsibility for following up with users, customers, engineers, and other stakeholders to ensure that a support conversation is resolved in a timely manner.
- Ability to juggle and triage competing demands between support inquiries at multiple levels, and scheduled commitments (e.g. 15Fives, 1:1s, Peer Reviews, Lessonly's).
Maintains a Positive "winning" Attitude (winners find a way to 'done'):
- Possess a willingness to work hard and a determination to do what it takes to ensure that customers are delighted.
- Intelligent, adaptive, and teachable. Willing to accept constant feedback and continually improve.
- Strive to reach your full potential — everyone is expected to grow and improve.
Benefits
Finance
- 401(k) Retirement savings with employer matching dollar-for-dollar, up to 4%.
- Competitive compensation.
- Free financial advisory services are offered to Riskalyzers wanting expert guidance on how to handle their money.
Time Away
- 3 weeks Vacation & 1 week of sick time per year + 11 paid holidays.
- 1 additional week of vacation time granted at three years of tenure.
- Annual company retreat called the Celebration of Awesomeness where we take the whole company on a weekend retreat for team building & organization planning (previous destinations have been Lake Tahoe, San Francisco and Palm Springs).
- Trust-oriented culture built upon flexibility and our core value of Freedom.
Health & Family
- Medical, dental and vision insurance to keep you (and your family) healthy.
- Access to HSA or FSA depending on chosen medical plan.
- Paid leave for new parents.
- Subsidized pet insurance available. Pets are family too!
We encourage people from underrepresented groups to apply!
Riskalyze is an equal opportunity employer.
Job Type: Full-time