Job Details
**Customer Experience Associate (Central or Eastern Timezone)**
**Location**
San Francisco, Seattle, Portland, Los Angeles, or Remote
**Type**
Full time
**Department**
Customer Experience
**About Found:**
The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. Thats where we come in.
Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. Were a business bank account that automates taxes and expense tracking, because we believe small business owners should spend more time doing what they love and less time on their business finances.
Were looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment.
**About this Role:**
*Hi, my name is Lance and I lead Customer Experience at Found. The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey, from onboarding to successfully running their business with our tools and resources.*
*Because our team is in constant conversation with our customers, were in a unique position to support the company by identifying customer trends, collecting product feedback, and triaging software bugs. CX Associates are key to this process, enabling product and policy improvements to make a Found effortless component of our customers work lives.*
*Were looking for team members who are passionate about providing the best customer experience possible to the independent professionals who trust Found with helping them manage their businesses. As a member of a growing team, youll also have a direct impact on how we build our team and how Found builds its product. I personally review every application, so if you have any questions please include them in your submission.*
***Some recent team accomplishments include:***
* *Doubling in size over the past few months, with new teammates fully onboarding in just a couple of weeks.*
* *Overhauling our tech stack, migrating from Front to Zendesk while maintaining continuity for our customers.*
* *Launching new processes to escalate suspicious activity to our Risk and Compliance team.*
**Day to day, you will:**
* Support our customers via email, phone, and social media channels during Founds support business hours. This role will specifically work Monday through Friday, 7am to 3pm PT.
* Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all of the information they need before contacting support.
* Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow.
* Identify gaps in our internal processes on the CX team and help develop and implement improvements.
* Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering.
**To thrive in this role, you have:**
* **You must be able to work during the hours of 7am- 3pm PT.**
* 2+ years experience providing outstanding customer support in a tech or startup environment.
* Experience with common customer experience and analytics platforms (e.g. Zendesk, Notion, Delighted, FullStory, Amplitude).
* Comfort working remotely and experience working with distributed teams across different time zones.
* Excellent written and verbal communication skills, with a focus on empathy and problem solving.
* An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams.
* A self-starter mindset, able to prioritize and organize tasks across different workstreams.
**You may also have:**
* First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment.
* A basic understanding of banking, personal finance, and/or taxes.
**About You**
Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, were searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others.
If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you!
**Perks & Benefits of Found**
* Competitive salary
* Remote/WFH friendly
* Flexible PTO
* Paid Family Leave
* Fully Covered Healthcare
* 401k
* Equity
To learn more about our benefits or the team please go to .