Bilingual Customer Support Associate (Call Center)

Job description

Company Overview Promise modernizes how government agencies and utilities support people in financial difficulty. We build technology that makes it simple for residents to receive benefits, engage with assistance programs, set up flexible payment plans, and stay on track—while helping agencies increase efficiency, recover revenue, and deliver services with dignity. Our mission is to transform public systems so they work better for everyone, especially the most vulnerable. Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders. We work hard and believe deeply in what we do. We're looking for excellent people to build innovative, resilient technology. Backed by over $50 million in funding from top investors – such as Reid Hoffman, Howard Schultz, Michael Seibel, Y Combinator, 8VC, The General Partnership, First Round Capital, Kapor Capital, XYZ Ventures, and Bronze Investments – Promise has been recognized as one of Fast Company's "World's Most Innovative Companies of 2022,” “Forbes Next Billion-Dollar Startups 2024,” and Y Combinator’s #1 GovTech startup. ABOUT THE ROLE The Customer Support Associate at Promise is a vital team member, helping individuals manage utilities debt by providing clear, compassionate support. In this role, you will handle client inquiries via phone, email, and text, guiding clients through Promise's services and available financial relief programs. Every call is a real person on the other end, and every conversation is a chance to make their day a little easier. Your role is essential in helping clients regain financial stability. ROLE IMPACT - Real impact, every day. You won't just take calls - you'll help people work through some of the hardest financial situations they've faced, day after day. - Skills that grow with you. You'll work cross-functionally with our engineers to improve how we serve clients, and help launch programs that reach thousands of people - building a skill set well beyond a typical support role. - The heart of Promise. Customer Support isn't an afterthought at Promise - it's central to everything we do. You’re the front line of our work, and your knowledge and experience is invaluable to the company. WHAT YOU’LL DO - Respond to client inquiries through phone, email, and text with clear communication, clarity, accuracy, and compassion. - Assist bilingual clients in English and Spanish to fully utilize Promise's services. - Escalate complex issues to the appropriate teams for swift resolution. - Guide clients through applications for relief programs, reviewing documentation to help them get approved. - Maintain detailed records of client interactions to ensure consistent, high-quality service. - Contribute to company-wide initiatives and program launches as they roll out. WHAT WILL HELP YOU SUCCEED - Bilingual in English and Spanish to effectively support a diverse client base. - Genuine empathy: comfortable listening to people in difficult situations and helping them find solutions with patience and kindness. - Strong communication skills and the ability to stay organized while handling multiple inquiries and delivering high client satisfaction. - Dependability, organization, and a positive attitude, even in a fast-paced, ever-changing day. - Availability to work on-site full-time in our Fairfield, CA office. - Preferred: At least 1 year of experience in a call center or client service role. NICE TO HAVE - Background in program evaluation and benefits eligibility HOW WE SUPPORT OUR PEOPLE At Promise, we invest in our team’s well-being, growth, and sense of ownership. - Equity for All: All full-time employees receive stock options to share in our company’s success. - 100% Paid Health Coverage: We cover 100% of base medical, dental, and vision insurance plans for employees and their dependents. - On-Site Role in Fairfield, CA: Enjoy a focused, supportive environment with access to real-time guidance and resources to help you succeed. Please note: Benefits are reviewed periodically and may be updated at the sole discretion of Promise. Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws. To request a reasonable accommodation, please email accommodations@joinpromise.com. Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US. Promise participates in E-Verify. To learn more, view E-Verify Participation Notice and Right to Work Notice. https://www.notion.so/promisehq/E-Verify-and-Right-to-Work-Notice-36c700f194288084a365f8c30fd53993?source=copy_link