EXTEND OVERVIEW
Extend is a rapidly growing fintech startup in the B2B payments space with a focus on serving banks and their customers. We have built the first virtual card platform of its kind, directly integrated with processors, networks, and the technology that supports banking across the industry.
We offer several virtual card products including an app-as-a-service that banks can offer business customers with their existing credit cards, a suite of virtual card APIs for those looking to build custom payment solutions, and we also offer secure connectivity to key banking and payment services that enable 3rd-parties to integrate and embed payments into their software.
Founded in 2017 by 3 industry experts with experience at Fortune 500 companies, including American Express and Capital One, Extend is headquartered in Manhattan and has recently raised $40m in venture capital from top fintech investors. With extreme monthly growth and 80+ mission-driven employees, now is prime time to join our team!
For more information visitpaywithextend.com
ABOUT THE ROLE
We are looking for a Customer Support Analyst with experience in the technology and banking space to join our growing team. As part of the Customer Success Team, you'll be the first point of contact for our customers, providing exceptional support. You’ll be collaborating with internal and external partners to address service-related queries including issue-handling from receipt to close. A Customer Support Analyst at Extend has the ability to effectively manage projects, collaborate across teams, and oversee the resolution of customer requests/issues.
At Extend you’ll:
- Become an expert at navigating the Extend app and understanding the customer experience and journey.
- Be the frontline in assisting our customers by deciphering, investigating, and troubleshooting their issues.
- Stay informed about product enhancements and functionality by participating in team calls, meetings, product updates, etc.
- Manage a daily queue of incoming queries from start to resolution.
- Provide exemplary customer support to end-users, bank partners, and internal teammates.
- Support customers by identifying and resolving technical issues, as well as supporting educational and training needs.
- Artfully balance customer urgency with competing priorities to deliver concise information and set expectations.
- Deliver accurate and detailed documentation of issues to tech and product teams for follow-up and resolution.
- Maintain accurate case data to maintain the integrity of reporting metrics.
- Become a Subject Matter Expert in servicing our bank-specific platforms.
- Lead internal communications regarding planned and unplanned outages and platform issues.
- Attend customer calls to assist in troubleshooting, onboarding, and supporting education of the app and its features.
- Highlight and action Voice of the Customer feedback with Product and Marketing teams.
- Take on ad hoc projects related to the role and efficiency of the Support Team.
THE CANDIDATE
Required Skills
- A minimum of 2 years of experience working with customers in a similar role
- Clear and concise communication skills
- Excellent interpersonal skills
- Attention to detail, follow-up, and follow-through with teammates and customers
- Ability to pivot priorities and redirect focus based on workflow and business needs
- A passion for problem-solving and helping customers
- Prior experience with customer service platforms
- A positive, can-do attitude with an eagerness to learn and grow
- Quick learner who adapts well in a fast-moving environment and gets things don
- A curious nature; interested in understanding everything there is to know about our product, customers, and competitors
Nice to have
- Knowledge of and experience in payment processing, banking, and/or Fintech
- Experience with Salesforce and Jira
- General understanding of APIs and SaaS applications
- General understanding of compliance and risk management
WHAT WE OFFER
- A competitive compensation package
- Equity for all–our success is your success
- Unlimited vacation–and we want you to use it
- 401K matching
- Flexible work options
- Comprehensive health coverage for you and your family, effective day one of employment
- Maternity and paternity leave benefits
- Reimbursement for gym memberships
- Professional development budget
- $5K referral bonus–bring your friends!
- Work with and learn from functional experts across disciplines
The anticipated salary for this role is $50,000-$65,000. Your final base salary will be determined based on various factors which may include, but are not limited to location, work experience, skills, knowledge, education and/or certifications. You may be eligible to participate in Extend’s annual bonus plan, based on individual and organizational performance.
To all recruitment agencies, Extend does not accept agency resumes. Please do not forward resumes to our jobs alias, Extend employees or any other company location. Extend is not responsible for any fees related to unsolicited resumes
Extend is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, citizenship or immigration status, or any other status protected by law.
