Customer Experience Associate, Trump Accounts Resolutions Desk

About This RoleAI processing…

Key Responsibilities

• 1
  Empower Customer Experience agents by providing timely, empathetic, and accurate guidance via Help Desk tickets and live phone consultations
• 2
  Guide Customer Experience agents through complex support workflows, including account activation, login troubleshooting, and funding setup, using approved internal resources
• 3
  Support Customer Experience agents in adhering to documented policies and scripts to ensure a consistent, high-quality experience for the end customer
• 4
  Assist Customer Experience agents in identifying issues that require specialized escalation to licensed teammates or managers, providing clear instructions for routing
• 5
  Review and coach agents on case hygiene to ensure internal documentation is accurate and supports seamless team follow-up
• 6
  Coach Customer Experience agents on using sound judgment to avoid speculation and stay within the boundaries of approved support guidance when responding to broader customer inquiries
• 7
  Aggregate feedback from Customer Experience agent interactions to highlight recurring process pain points and product gaps to leadership
• 8
  Serve as a subject matter expert for Customer Experience agents on evolving tools and workflows to ensure they remain proficient as the product changes
• 9
  Maintain flexible availability to ensure consistent internal support coverage for Customer Experience agents during evenings, weekends, and holidays

Requirements

• 1+ year of experience in customer support, operations, contact center work, or another customer-facing environment
• Strong written and verbal communication skills, with the ability to explain information clearly and calmly
• Demonstrated customer empathy and the ability to de-escalate tense situations while staying accurate and composed
• Strong judgment when following policies and approved guidance, including knowing when to resolve independently versus escalate
• Excellent attention to detail and discipline around documentation, process adherence, and data handling
• Ability to learn new products, systems, and workflows quickly in a fast-moving environment
• Comfort managing multiple priorities at once while maintaining responsiveness and quality
• A collaborative mindset and willingness to partner across operations, quality, product, compliance, and support teams as needed
• High integrity and professionalism in a role supporting a sensitive, high-visibility line of business
• This position is restricted to US citizens or lawful permanent residents due to legal requirements.

Perks & Benefits