Customer Care Associate

Wellington, New Zealand · Marketing

Description

Role Purpose

Drive and support our customers to have epic experiences with Sharesies.


Key responsibilities

What success looks like:

—<24 hour response rate

—Improvements to our approach

—Complying with regulatory and security requirements


What success looks like:

—Increased auto-responses from Intercom


What success looks like:

—Managing and tracking customer responses and trends

—Weekly report posted in Slack and monthly insights presented at Team Meeting


What success looks like:

—Low address verification required

—EDD


Providing insight to new feature development

Events

Content

User testing

Browser testing

What success looks like:

—Determined as required


What success looks like:

—Contributing to our culture

—Helping us make stuff happen


A bit about you

You’re a customer champion. You show care in what you do, and take time to listen and understand, and then work to solve the real problem and bring joy to our customers—knowing it’s always worth the extra effort. You see how what you do can have a massive impact on an investors experience with Sharesies, and are constantly chasing remarkable outcomes for our customers.

You’re a clear and empathetic communicator, who has a knack for making complex information easy to understand.

You’re a great teammate who will be working closely with our whole team—we all sit pretty close. You love working with others.

Requirements

Essential skills:

Strong experience with;


Must be able to work in Wellington.

Our values

Benefits

About us

Our purpose is to create a more financially empowered generation. We believe that everyone deserves the chance to live the life they choose. Everyone deserves the right to be able to grow their wealth, and everyone should be able to invest. We’re developing a new generation of investor, one pay-day a time.

In just over two years we've helped over 49,000 people invest over $60m. We've made investing engaging, accessible and straight-up for realsies.

Oh, hang on a minute! We were also Wellington's 2018 Gold awards recipient for the "best emerging product" and Deloitte Fast 50 Rising Star.


We believe:

What we offer in return:


This position description is intended merely as a guideline of the responsibilities involved in the position. The employee is expected to perform any other duties as reasonably required by their Manager.

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