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Customer Experience Analyst

11 May 2021 Years
Section: Finance, Accounting, Banking
Vacant position: Customer Experience Analyst
Organization: SeedInvest
District: Manhattan
Education: Higher education
Work experience: From 1 year
Work schedule: Full time work day
Requirements for applicants:

SeedInvest is looking for a full-time Customer Experience (CX) Analyst to join our team in New York, NY. This person will support and scale a top-notch customer experience organization at SeedInvest, helping us to maximize the impact and efficiency of our team.

This is a salaried, full-time role. If you are excited by the idea of building delightful customer experiences at the nexus of efficiency and compassion while embracing compliance, risk, and the gravity of working in the financial services world, then we hope to hear from you!

You should already be amazing at (the requirements):

  • Planning, executing, and completing a high volume of daily tasks.
  • Maintaining thorough documentation and notes.
  • Communicating with a strong command of the English language, both written and spoken. Other languages are a plus!
  • Empathizing with and prioritizing customer needs.
  • Triaging and prioritizing issues effectively.

Some extra credit (things we'd love to see):

  • Fintech, financial services, or startup experience.
  • Experience in customer service, communications, marketing, or a related field.
  • Skills in data analysis.
  • Experience with private/startup investing and/or fundraising.
  • BA/BS degree from a leading academic institution.
  • Experience with building and managing bots, or automation experience of any kind.
  • Experience working with product/engineering teams.

You'll be leading the charge on (overarching goals):

  • Supporting our growing CX team in providing amazing CX to investors and entrepreneurs at scale, primarily via chat and email.
  • Helping resolve all inbound inquiries correctly, and at scale.
  • Researching, reviewing, and improving our customers’ experiences with SeedInvest.
  • Strengthening the feedback loop between investors, our team, and our platform.

You'll be responsible for (representative responsibilities):

  • Handling and resolving customer inquiries, primarily via chat and email.
  • Building knowledge bases for investors, entrepreneurs, and for internal (team) use.
  • Analyzing customer experience trends and suggesting improvements.
  • Collecting and maximizing NPS numbers, and adding to a robust tracking system for our customer support performance.
Working conditions:

SeedInvest was instrumental in the passage of the 2012 JOBS Act, which changed 80-year-old U.S. securities laws to make it possible for entrepreneurs to raise capital over the Internet.

Additional contacts: http://jobs.seedinvest.com/apply/p7fLWkuLyc/Customer-Experience-Analyst?source=INDE
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