Customer Experience Associate

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.

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. The role will be on our Account Support team, dedicated to helping our customers get unstuck when they need help with account access, business detail verification, and more.

Some ways our team supports Found’s goals include: 

• Continuously improving our help documentation to better support our customers and give people the answers they need, when they need them.

• Highlighting successes and pain-points experienced by our customers in company-wide meetings to keep the people we’re building for top of mind for everyone at Found.

• 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 chat channels during Found’s business hours. This role will specifically work Monday through Friday, 9am to 5pm in a U.S. timezone. We are not able to accommodate non-US applicants at this time.

• Maintain internal documentation, including our wiki and macros, alongside your teammates, ensuring that the information we’re sharing with customers is up-to-date and accurate.

• 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 and tools 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 experience in a customer-facing role, preferably supporting technology, finance, or mobile app products.

• Experience with common customer support and communication platforms (e.g. Zendesk, Zendesk Talk/Messaging, Slack).

• 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.

• A collaborative spirit and willingness to help improve the processes, tools, and systems used to support our customers.

You may also have:

• First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment.

• A basic understanding of banking, personal finance, and/or taxes.

Compensation at Found

The anticipated wage range for this role is $26.92-$29 per hour. The range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base salary is just a piece of Found’s total compensation package. Found offers a generous benefits package to all employees see our list below or check out found.com/careers to learn more!

Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others.

If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you!

• 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation.

• Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave.

• Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents.

• Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working.

• Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees.

• Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy

To learn more about our benefits or the team please go to found.com/careers.