Full-Time Customer Experience Associate

We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment.

About this Role:

Hi, my name is Lance and I lead Customer Experience at Found. The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey, from onboarding to successfully running their business with our tools and resources. 

Because our team is in constant conversation with our customers, we’re in a unique position to support the company by identifying customer trends, collecting product feedback, and triaging software bugs. CX Associates are key to this process, enabling product and policy improvements to make a Found effortless component of our customers’ work lives.

We’re looking for team members who are passionate about providing the best customer experience possible to the independent professionals who trust Found with helping them manage their businesses. As a member of a growing team, you’ll also have a direct impact on how we build our team and how Found builds its product. I personally review every application, so if you have any questions please include them in your submission.

Some recent team accomplishments include: 

• Launching company-wide shadowing, to bring everyone at Found closer to our customers.
• Overhauling our knowledge management processes, giving everyone in CX the power to add to our repository of information about our product and services.
• Collaborating with product, design, and engineering teams to address frequent customer pain points to make positive changes for all of our users..

Day to day, you will:

• Support our customers via phone, email, and social media channels during Found’s support business hours. This role will specifically work Monday through Friday, 9am to 5pm PT. We will consider all candidates regardless of location to work within those hours. 
• Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all of the information they need before contacting support.
• Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow.
• Identify gaps in our internal processes on the CX team and help develop and implement improvements.
• Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering.

To thrive in this role, you have:

• 2+ years of experience providing outstanding customer support in a tech or startup environment.
• Experience with common customer experience and analytics platforms (e.g. Zendesk, Notion, Delighted, FullStory, Amplitude).
• Comfort working remotely and experience working with distributed teams across different time zones.
• Excellent written and verbal communication skills, with a focus on empathy and problem-solving.
• An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams.
• A self-starter mindset, able to prioritize and organize tasks across different workstreams.