Card Services Customer Support - Backend

**Job description:** **About Us** We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get. **Who are we?** We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc. **Our team includes people who have built:** - Financial products (Square/CashApp, the earliest CapitalOne credit cards) - Consumer products ([](http://Internet.org), Xbox) - Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages) - Mathematics & science infrastructure (computational research at NASA’s JPL) We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives. **Cultural Values:** 1. Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details. 2. Minimalist - we are spartan in our design, in our code, and even in our processes. 3. Speed of execution - we move fast & value decisiveness. We think speed drives quality. **Responsibilities:** - Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools - Documenting & logging issues (as well as customer compliments & complaints) - Working with customers to help them go through our application flow when required Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems **Requirements** - At least 2 years (and above) of experience under a US Loan or Mortgage account handling Credit Card or Card services specific tasks - Experienced in customer-facing roles in a loan or mortgage account - Superb communication, collaboration, and problem-solving skills. - Proficiency, speed, and accuracy in written communication. - Fluency, clarity, and good diction in English - Great organizational skills & time management abilities - Experience using customer communication tools (ZenDesk), task management tools, Google Drive, and Email. - Detail-Oriented - we’re a financial services company so being correct about the details matter - Bachelor's Degree or Bachelor's Degree or comparable work experience in financial services - Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between) - Must be presently residing in the Philippines