Customer Experience Associate (Pacific Timezone)

The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in.

Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances.

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 …