Customer Support Associate

Jobs for Humanity is partnering with Baselane to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from all walks of life.

Company Name: Baselane

We are looking for an industrious and dedicated Customer Support Associate to join our team at Baselane. This role is a wonderful opportunity for someone with a passion for customer support, especially in a FinTech setting, and who is capable of enhancing customer satisfaction and retention through effective product adoption and usage.

Job Purpose

The purpose of the Customer Support Associate role is to provide excellent customer service to both individual landlords and real estate investors, facilitating product adoption and improving user experience. This includes proactively solving problems, communicating complex issues clearly, and providing valuable feedback for product improvement.

Job Duties and Responsibilities

• Ensure ongoing customer satisfaction through effective problem resolution and communication
• Facilitate product adoption and usage among customers
• Exercise critical thinking to diagnose complex customer issues
• Utilize support tools such as ZenDesk and Intercom efficiently
• Provide empathetic and diplomatic responses to customer concerns
• Work independently and possess proactive problem-solving abilities
• Collaborate with different teams to provide crucial product improvement feedback based on customer interactions

Required Qualifications

• Previous experience in customer support is beneficial
• Strong critical thinking abilities
• Excellent English communication skills
• Proficiency with support tools like ZenDesk and Intercom
• Ability to empathize with and diplomatically manage customer concerns
• Capability to work independently and solve problems proactively
• Passion for customer support in a FinTech context
• Willingness to collaborate for continuous product improvement