Customer Experience Associate

Description

About Lili

Lili is a financial platform designed specifically for businesses, offering a combination of advanced business banking with built-in accounting and tax prep software. By naturally consolidating financial tools into a user-friendly interface, Lili streamlines and simplifies managing business finances, and makes it an attractive solution for business owners seeking a centralized and efficient way to manage their financial operations.

Lili is seeking a Senior Customer Service Associate to join our fast-growing Growth team

The ideal candidate is a positive, proactive doer and problem solver who is passionate about customer service and satisfaction.. This means overall responsibility for providing exemplary service through all contact channels for technical, product, operational and account-specific inquiries from Lili customers, all in a hyper-growth startup environment. The ideal candidate should also demonstrate an ability to work cross functionally with a "Can Do" attitude.

What you'll do:

• Work collaboratively with our off-shore customer support team

• Act as first point of contact for customer service team escalations

• Take ownership and resolve escalated customer issues

• Monitor voice and email queues for timely handling of inquiries

• Conduct detailed customer complaint investigations and reporting

• Performance reporting and analysis

• Ongoing team training

• Motivate, engage and provide effective feedback and coaching to agents

• Develop and maintain customer service procedures

• QA/QC of support agent calls and tickets

Requirements

• Customer service experience

• Strong customer-facing and interpersonal skills

• Excellent written and verbal communication skills

• Training experience (nice to have)

• Experiencing in a banking environment (nice to have)

• Helpful, positive and engaging personality

• Thrives in a dynamic and complex startup environment, supporting multiple product sets and navigation of diverse system applications

• Eagerness to learn and accept new challenges

Benefits

• Salary Range (NYC): $50-65k. Final salary to be determined based on background and experience. The range may be different if a candidate is located outside New York City.

• Stock Options

• Health Insurance Benefits

• Vision Insurance

• Dental Insurance

• Retirement Account - 401(k) plan

• Paid Vacation and Sick Time

• Weekly Catered Lunches