Sparrow is a consumer lending startup born with a mission to empower the underserved and overlooked. We have designed a revolutionary credit card, meticulously crafted to help guide our customers on a journey to financial freedom.
The Customer Experience team pours their hearts and souls into crafting positive, memorable interactions for each and every Sparrow customer. This team has a genuine desire to go above and beyond in assisting customers with product-related questions and issues.
About The Role
This position is responsible for front-line communication with customers for a fast-growing consumer lending fintech. The primary duties of this position include replying to Customer Support emails, tracking and routing back-office Customer Support cases, and reaching out to customers to resolve complex issues or complaints.
This person will report to the Director of Customer Experience.
In This Role, You Will:
Respond to customer inquiries and technical issues through various communication channels, including email, phone, and chat.
Escalate complex issues as appropriate and ensure effective communication throughout the escalation process.
Investigate escalated customer issues and complaints, and provide satisfactory resolution and root cause analysis.
Develop service procedures, user guides, FAQs, and self-help resources for customers.
Identify and implement process and efficiency improvements that will make the Customer Support function more efficient and successful.
Maintain a positive, goal-oriented, and engaging culture.
As a member of a dynamic, fast-growing start-up, you’ll have the opportunity to contribute on a wide variety of other duties as needed.
Qualifications:
Bachelor's or Associate's degree in Marketing, Communications, Business, or similar focus
Minimum of 2 years of direct customer service experience
Strong interpersonal communication skills
Intermediate computer skills including Microsoft Office and video conferencing technology
Compensation, Benefits And Perks:
Medical, dental and vision coverage, with a 100% company-paid employee-only option
Unlimited time off and 13 company holidays per year
$50 per month Wellness Stipend - to use in any way that helps you thrive!
Paid parental leave
401(k) Plan with 4% matching
Stock options
Annual Salary Range:
$45,000 - $55,000
More About Sparrow
At Sparrow, we believe that we can grant credit to the underserved and overlooked better than any company that exists today. We believe that we can have a significant impact on society by reducing the financial burden of having less than perfect credit. And we believe in fostering a workplace culture that embodies purpose, community, freedom, and transparency. At Sparrow, we know we are only as great as the people we hire, and without them we will never achieve our collective aspirations. Come join us!
Employment type
Full-time
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