Advisor, User Care

Job description

Rain is the world's first AI Financial Health Platform, serving 3.5 million employees at leading organizations like McDonald's, Marriott, and T-Mobile. Rain works in the background to optimize every employee's financial life to prevent shortfalls and build long-term stability. Backed by top investors including QED and Prosus, Rain has raised $150M in venture funding to fuel our next stage of hyper growth. To keep building Rain, we need the right team. That’s where you come in. The ideal candidate loves talking to people and proactively solving issues. You will be responsible for improving app engagement by making our users happy, working with our engineering team to solve any tech issues, and providing a positive app experience through our live chat function by offering well-researched financial advice. This job will be reporting to our Manager, User Care and has the option to operate remotely or sit in our downtown Nashville office. You will be trained on Zendesk, customer service protocols, and financial wellness. You will be expected to educate and assist our customers in a fast and friendly matter. WHAT YOU'LL DO: - Communicate with customers via phone, email, SMS, and chat (Zendesk/Intercom) - Provide knowledgeable answers to questions about the product, pricing, and availability - Troubleshoot technical problems - Work with internal departments to meet customer's needs - Effectively communicate with our engineering team to resolve app bugs and problems - Data entry in various platforms WHO YOU ARE: - 1-2 years of customer service experience preferred - Conversational level Spanish preferred - Experience in Customer Service or Customer facing role - Excellent phone etiquette and excellent verbal, written, and interpersonal skills - Experience using ZenDesk, Intercom, or related tools. - Experience working in Financial Services or Fintech software companies - Experience working in a high paced work environment - A willingness to learn and grow - Ability to multi-task, organize, and prioritize work Nice to have: - Fintech, HR tech, or payments experience is a plus—but not required. Who We Are: Rain is filled with people with a deeply rooted passion for our mission, who embrace diversity throughout our global team, and grow personally and professionally. We own what we do and let data guide our actions while working quickly and adapting to new challenges everyday. Compensation: This is a full-time, hourly role $19 - $20/hour. Note this is a range and we take in a variety of factors when determining total compensation for the position. How we care for our team: Along with competitive salaries, Rain offers great benefits including: - Flexible PTO - Medical, Dental, Vision, Life, Disability coverage - Parental leave - Monthly stipend - Equity options Diversity, Equity and Inclusion Commitments As part of our dedication to the diversity of our workforce, Rain is committed to Equal Employment Opportunity and does not discriminate based on race, religion, color, national origin, ethnicity, gender, sex (including pregnancy), protected veteran status, age, disability, sexual orientation, gender identity, gender expression, or any unlawful criterion existing under applicable federal, state, or local laws. If you need assistance or accommodation due to a disability, you may contact us at HR-US@rain.us. What’s Next Ensuring a smooth and enjoyable candidate experience is critical for us. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.