Technical Support Agent
Moov is the payments processor devoted to delighting users. We help software companies add money movement to their products, letting the end-user drive how they pay and get paid.
You'll be a founding member of our support team, working to help our customers troubleshoot issues and build out our knowledge base and processes. By joining our team early on you'll have a chance to shape how we run support at Moov. We aim to provide exceptional support to drive customer success.
You will:
- Provide support to our customers using Zendesk and related integrations
- Triage all incoming support requests and prioritize based on severity
- Maintain healthy levels of first response time, resolution time, and customer satisfaction
- Improve already established support processes and contribute to the creation of new processes to improve productivity
- Channel customer feedback and link it to existing feedback topics or create new topics
- Troubleshoot customer related issues - collaborate with the engineering, product, and customer success teams to craft responses and resolve issues.
- Help build out a public facing FAQ and internal knowledge base for the support team
- Report regularly on support metrics to leadership and wider organization
You have:
- 2+ years of experience working in customer support for a Financial Institution, API, SDK, or other developer tools.
- Genuine compassion and empathy towards customers
- Demonstrate strong communication skills (written and verbal)
- Experience capturing feedback and communicating it to product and engineering teams
- Ability to thrive in an asynchronous and remote working environment
- Ability to manage and prioritize a wide range of support requests at various stages
- Attention to detail, organizational skills, and excellent time management skills
- A proven ability to learn and insatiable curiosity for how problems can be solved through technology
- An entrepreneurial attitude. You look for better ways to work and are willing to get your hands dirty in solving complex problems.
- A strong willingness and passion for helping others
- A collaborative teammate that will thrive in our fluid, fast-paced, multifaceted, scaling environment
- Ability to operate with a sense of urgency and values accountability
Our company:
Moov is a 100% remote company with people from more than 16 states. We’re backed by a16z and other respected investors. We won Visa’s global Everywhere Initiative and our community of builders grows larger every day. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills and we embrace diversity, creativity, and equal opportunity.
Our people:
Our customers come from all walks of life and so do we. We hire great people from a variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger.
We have mountain bikers, skiers/boarders, runners, video gamers, musicians, movie buffs, weight lifters, and about every other type of person in between. We enjoy solving problems and tackling challenges with creativity. If we don’t know the answer, we revel in the hunt to find it. We like helping people and choose to give first. We’re patient, open, and honest. If you share our values and enthusiasm for making the complex simple and delightful, you’ll find a home at Moov.
Benefits include:
- 100% remote. We make remote-work work.
- We match what you contribute to your 401(k) up to 5% of your salary
- Generous parental leave
- Competitive health, dental, and vision insurance plans
- Unlimited PTO, paid holidays, and sick leave
- Learning stipend and a culture that encourages and promotes professional growth and development
- Home office stipend
- Ownership in the company via employee stock options
- Culture of people helping people who give first, celebrate wins together and embrace autonomy, transparency, and trust
- The opportunity to join an experienced and ambitious team passionate about solving customers’ needs and who love what they do
- Partner with a community of 2000+ developers around the world, helping them focus on possibilities vs payments
Salary range: $70k to $85k based on experience, geography and other key factors
Advice:
If you are nervous about not having the right qualifications, apply anyway! We hire people, not job roles. We look for talent that will help us push boundaries, experiment, and bring in new ideas. That means caring more about qualities than qualifications.
One more thing:
Don’t go iron your clothes for your interview (do people still own irons?). We're all pretty casual here, so you can wear whatever you are most comfortable in.
Okay—last thing:
When you meet with us, have some concrete, tangible examples of when you’ve added value, improved something, created something, or done some fantastic, customer-centric work. We also want to learn about you as a person. If you want to know what it’s like working at Moov, check out stories from our employees.
PS:
Share our job roles with others! Wouldn’t it be nice to make new friends and bring over old friends? We think so.