User Support Specialist

Array is a financial innovation platform that helps digital brands, financial institutions, and fintechs get compelling consumer products to market faster. We deliver a suite of credit and identity monitoring tools, privacy protection, and a financial ads marketplace via embeddable widgets or a clean, modern API.  Our private label offerings help drive revenue and increase engagement for our customers while empowering millions of consumers to achieve their financial goals.

As a remote-first company, we’re focused on providing opportunities for high performing individuals to have deep impact in the fast growing fintech space. A clear mission, a commitment to continuous improvement and a willingness to experiment empower us individually and together deliver the best products for our clients and users.

As a User Support Specialist at Array, you will resolve inbound customer calls, review customer account and billing details, and deliver accurate solutions for our customers. You'll bring patience and empathy to customers navigating financial stress and surface systemic issues as an advocate for the customer. This role reports to the Senior Manager, Technical Support.

You will:

• Successfully resolve customer calls by determining the reason for customer outreach, identifying solutions, and executing or escalating as necessary.
• Manage inbound and outbound calls in a timely, efficient manner.
• Responsible for providing accurate support from start to finish to resolve customer inquiries or concerns.
• Understand and strive to meet or exceed call center or other operational metrics while providing excellent and consistent customer service.
• Identify trends or systemic issues and escalate internally within the organization, as an advocate for the customer.
• Effectively listen and demonstrate empathy with customers who may be frustrated or stressed about finances or other experiences.
• Review customer accounts, providing updates and information about billing and payments.
• Responsible for keeping records of information received in conversations and logging it into the database.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Maintain up-to-date familiarity with our product offerings to deliver accurate support.

You have:

• 2 + years of call center experience (Customer service). 
• Experience in the Fintech or financial services fields, with a focus and/or understanding of loan or mortgage support.
• Ability to dissect customers’ situations to define the request and create a resolution for the problem.
• Listening, verbal, and written communication skills in both Spanish and English with the ability to build empathy and rapport with our customers.
• Ability to thrive in a fast-paced and goal-oriented environment with a track record of top-tier performance.
• Positive attitude and the ability to collaborate with other team members and internal departments.
• Basic understanding of REST APIs and SQL for reviewing and querying data is a plus.

Pay transparency: $60,000 + for base salary, depending on experience. Full time employee compensation includes an Incentive Stock Option (ISO) grant, subject to Board approval.

Expected interview process: Recruiter Conversation - Hiring Manager Interview - Loop round: How We Work, Meet the Support Lead

Expected onboarding process: Onboarding at Array is active, not passive: new hires spend their first two weeks building fluency in our products, customers, and value proposition, and are expected to pass scored assessments before beginning role-specific work. Success means meeting defined performance standards through a six-month evaluation period — with continuous feedback and ongoing accountability as core parts of working at Array.

Array Offers All Full Time Employees the following Benefits and Perks: 

• Full medical, dental, and vision, premiums covered at 100% for full-time employees and 70% for dependents
• Unlimited PTO and sick leave + 14 company holidays to encourage a healthy work-life blend
• 100% 401k match up to 4% with immediate vesting 
• Generous and competitive parental leave for all parents
• $1,000 desk setup subsidy to set-up your unique remote office 
• $100/month to subsidize wifi/cell phone expenses
• Summer Fridays (half-day Fridays) typically from late May to the end of August
• Commuter benefits for those who choose to go into our New York City or San Francisco office spaces

Not sure if you meet the Qualifications? We know that folks tend to only apply if they check every box. If you think you have the appropriate qualifications, but don’t meet every single one, we encourage you to still apply. We’d love to hear from you.

We are proud to be an equal opportunity workplace; we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Array will provide reasonable accommodations to qualified applicants—if you need an accommodation to participate in the application or interview process, please email [email protected] to make your request.

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