Customer Solutions Specialist

Who We Are

Imprint is building a payments and loyalty platform from the ground up to serve modern brands and their customers. Imprint is backed by Kleiner Perkins, Thrive Capital, Stripe, Affirm, Box Group, and leading angel investors, including the CEOs of Skims, AllBirds, WarbyParker, Plaid, and NuBank. We are focused on building a brilliant team who want to change payments and who embody Imprint’s Values.

The Team

The Customer Solutions Team is creating an inspired culture, where Specialists don’t just answer questions, but solve problems. We view every interaction as an opportunity to educate and empower our customers. We are empathetic, human, and deeply committed to our customers and the brands they love.

Customer Solutions Specialists are experts on Imprint and our products. Specialists answer phone calls, chats, and emails from customers and work to resolve issues such as sign-up inquiries, rewards questions, payments, account management, and troubleshooting. Solutions Specialists are the go-to people when customers have questions or need assistance beyond their self-service options. These are the situations where the right Specialist can make all the difference for a customer.

What You'll Do

• Handle cardholder inquiries by phone, chat, or email
• Build customer loyalty through effective communication, adapting style when needed to serve different customer profiles
• Research customer inquiries using appropriate tools
• Determine root causes and identify solutions to customer issues
• Leverage product knowledge to teach, demonstrate, guide, and empower customers through self-service tools
• Provide compassionate, timely resolution to customer inquiries while maintaining a positive and friendly demeanor
• Document customer inquiries and feedback that will help improve our consumer products, tools, and operational processes
• Serve as brand ambassador for Imprint and partner brands to ensure customer connection and loyalty

What We Look For

• 2+ years of Customer Support experience answering phone calls and chats
• Passion for creating exceptional customer experiences
• Excellent verbal and written communication
• Exceptional organization and attention to detail
• Financial services or Fintech experience
• Strong problem-solving skills to identify root causes and offer the best solutions to resolve the customers' need
• Patience and empathy for customer frustrations
• Emphatic commitment to personal growth and development

Nice to Have

• Phone, chat, and social media experience
• Escalations or tier 2 support in a contact center
• Experience writing/developing wiki or customer help center content
• Experience working in a remote environment

Perks & Benefits

• Competitive compensation, time off, and equity packages
• Leading configured work computers of your choice
• Fully covered, high-quality healthcare including fully covered dependent coverage
• Additional health coverage includes access to One Medical and option to enroll in an FSA
• 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
• Access to industry-leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Hourly rate: $21.00 per hour

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.