Customer Experience Advocate

Company 

Credit Genie is a mobile-first financial wellness platform designed to help individuals take control of their financial future. We leverage artificial intelligence to provide personalized insights and are building a financial ecosystem by offering tools and services that provide instant access to cash, and building credit. Our goal is to empower every customer to achieve long-term financial stability.

Founded in 2019 by Ed Harycki, former Swift Capital Founder (acquired by PayPal in 2017). Backed by Khosla Ventures and led by industry pioneers from companies such as; PayPal, Square, and Cash App, we are well positioned to build the future of inclusive finance through cutting-edge technology and customer-centric solutions.

Role Overview

As a Customer Experience Advocate at Credit Genie, you will serve as a primary point of contact for customers seeking support across our products and services. You will be responsible for delivering accurate, empathetic, and compliant customer support while adhering to established workflows, policies, and service-level expectations.

This role plays a critical part in maintaining customer trust and ensuring a consistent, high-quality experience. The successful candidate will demonstrate strong communication skills, sound judgment, and the ability to navigate multiple systems while operating in a regulated financial services environment.

What You’ll Do

Customer Support & Issue Resolution

• Respond to customer inquiries ensuring prompt, professional, and empathetic support leveraging approved communication templates and frameworks.

• Troubleshoot and resolve common issues related to account access, product usage, eligibility, and transactions.

• Adhere to internal SLA targets for response and resolution times while maintaining high quality standards.

• Escalate complex, sensitive, or unresolved issues to senior agents or leadership with clear documentation and recommendations.

• Partner with peers and senior agents to share best practices and maintain consistent service quality across the team
  

Customer Experience & Process Adherence

• Follow established workflows and standard operating procedures (SOPs) to ensure consistent, accurate, and compliant customer handling.

• Maintain accurate and complete records in the CRM tool (Zendesk), ensuring all cases are properly categorized, documented, and resolved.

• Identify recurring customer pain points, trends, and process gaps, and communicate findings to leadership and cross-functional partners.

• Uphold Credit Genie’s tone, brand voice, and customer-first philosophy in every customer interaction.

Operational & Compliance Excellence

• Ensure all customer communications and actions adhere to company policies, regulatory requirements, and data privacy standards.

• Support testing, rollout, and feedback efforts for new features, tools, or workflow updates that impact customer interactions.

• QA the product and support experience by testing flows, language, procedures, and edge cases before updates reach customers or BPO teams

• Contribute ideas to Improve CX systems and workflows so the team can move faster and operate more proactively.

• Troubleshoot operational issues in tools like Zendesk and identify fixes such as routing changes, trigger updates, workflow improvements, and automation opportunities

Qualifications

• Bachelor’s degree from an accredited institution required.

• Demonstrated ability to provide professional, empathetic, and accurate customer support in a fast-paced environment.

• Strong written and verbal communication skills with the ability to clearly explain information and resolve issues.

• Strong organizational and time management skills with the ability to manage multiple cases simultaneously while meeting service level expectations.

• Comfort navigating multiple systems and tools concurrently, including internal platforms and standard productivity tools (e.g., Google Workspace or Microsoft Office).

• High attention to detail and the ability to follow established workflows, policies, and procedures.

• Ability to handle sensitive customer and financial information with discretion and professionalism.

• Adaptable, solutions-oriented, and comfortable working in a regulated financial services environment.

Benefits and Perks

Our goal is to provide a comprehensive offering of benefits and perks that promote better financial, mental, and physical wellness.

We believe working alongside each other in person is the best way to build a great product and foster a strong company culture. Our expectation is that employees are in the office five days a week, allowing for optimal collaboration, inclusivity, and productivity. At the same time, we understand that life happens and recognize the importance of flexibility. We are committed to supporting our employees when circumstances arise that require remote work or adjusted schedules. Our goal is to ensure everyone can effectively balance personal and professional responsibilities while maintaining our collaborative and productive environment.

Here are some highlights of our benefits and perks offerings, feel free to ask your recruiting partner for more details on our comprehensive offering for employees.

• 100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment. 

• Receive up to $100 per month in fitness reimbursement or enjoy a complimentary full membership to LifeTime Fitness or Equinox.

• 401(k) with a 3.5% match and immediate vesting 

• Meal program available for both lunch and dinner

• Pre-tax benefits, including a $1,000 HSA match

• Life and accidental insurance

• Flexible PTO

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience. Base salary is just one part of your total compensation and rewards package at Credit Genie. You may also be eligible to participate in the bonus and equity programs. You will also have access to comprehensive medical, vision, and dental coverage, a 401(k) retirement plan with company match, short & long term disability insurance, life insurance, and flexible PTO along with many other benefits and perks.

Credit Genie is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.