Fellow Experience Specialist

• 80%: resolving questions and disputes, removing or updating contracts reporting bugs, sharing feedback, and other general inquiries
• 10% on priority initiatives or improving business process
• 5%: attending team meetings (1-3 per week)
• 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)
• Tickets will involve highly technical troubleshooting and workflows, building and troubleshooting custom reports using Big Query, SQL, Google Sheets, and/or Looker
• Use app environments, troubleshooting tools, internal and external documentation, and team communication channels, to find the quality answer for a wide range of users
• Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience
• Be both a support specialist and an experienced consultant for Fellows
• Utilize internal tools to manage issues between Operations, Finance, Product, Engineering, Project, and Support teams
• Analyze common issues that Fellows have and coordinate with our Product and Ops teams to ideate and implement solutions

• 1 - 3 years of customer success experience, Sales Development Representative or similar experience
• BI tools: Experience with or strong aptitude to quickly learn Big Query, SQL, Google Sheets advanced formulas and analysis, and Looker to pull payment and project data and compare with our tracking systems
• Self-Starter: Excited to approach new challenges and have a high bar for personal excellence
• Technical Aptitude: Ability to learn technical tools and concepts quickly
• Resilience: Comfort with change and ambiguity
• Teamwork: Connects with teammates and actively builds a sense of community
• Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language
• Results oriented and ownership: Ability to maintain or exceed ticket and quality goals
• Passion for the problem: Desire to help give people the chance to build the career they want
• EQ: A strong sense of empathy with users of our products and cross functional partners
• Critical Thinking: High attention to detail and ability to troubleshoot with limited information
• Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge
• Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback
• Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team
• Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student

• Big Query, SQL, Google Sheets/Excel, Deel, and/or Hubstaff experience
• ZenDesk experience
• AI/LLM usage and training Experience
• Programming, IT, data analysis or computer science courses, major or certifications
• FinTech customer service experience
• Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services
• Relevant experience in cross - functional communication or close partnerships with various teams (Success, Sales, Product etc)

Food credit for every in person day