Customer Experience Specialist

| Greater LA Area
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About the Position:

If you take pride in delivering world-class support, and want to be a part of revolutionizing the way people pay their bills, then we need your help. 

As a customer experience specialist, you will play a critical role in helping us provide a delightful experience to our users. Success in this role means being able to provide exemplary service, while providing insights that help us build a better product to serve our users.

Teamwork, flexibility, communication, and a willingness to learn are of the highest importance. Papaya believes that diversity helps build an inclusive culture where all team members can grow, contribute, and feel valued. If you agree, we’d love to hear from you!

What you would be doing: 

  • Be the face and voice of Papaya, handle the complex needs of our customers (users, partners and billers) with professionalism and empathy
  • Guide customers through all aspects of the Papaya bill pay process by responding quickly to questions and unresolved issues
  • Address support needs via email, phone and chat
  • Interact with billers to provide payment on behalf of users in a variety of ways, including by phone, on the web, or within our internal system
  • Work with internal teams (payment ops, business development, product) and external partners (billers) to deliver a seamless experience to customers
  • Deeply understand our customers' needs, sharing insights with our product teams to improve user experience

We’d like to hear from you if you are: 

  • Flexible; schedules may include weeknight, weekend and holiday coverage.
  • A skilled communicator + active listener; You have unlimited patience and enjoy explaining a complex concept multiple times in different ways until a customer truly gets it. This can happen over the course of a 30-minute phone call or 10 emails and you won’t bat an eye.
  • Driven; You believe in our mission to alleviate the stress of paying bills and can’t stop thinking about how we can improve upon our best-in-class customer experience. 
  • Empathetic; You love connecting with and helping people from all walks of life. You naturally put the needs of others before your own and derive energy from helping people.
  • Solution-oriented; Everyone notices problems, do you have a bias towards action? When a current policy is creating customer friction or you’re certain a new tool could make our customer interactions more efficient, this gets you really excited. You scope the problem, gather supporting evidence, and propose a solution.
  • Adaptable; You work well in ambiguity, feel comfortable context-shifting, and adapt quickly to changing processes and tools.

If you have prior experience in with Zendesk and/or working at an early stage startup, don’t forget to mention it. 

 

Why Papaya?

Papaya started in 2016 with a goal to alleviate the stress of paying bills. We’ve adopted our phones for everything else, why not eliminate the need for calls, mailing checks, and tedious web forms? We are expanding mobile share of the $4T US consumer bill space, and are one of the fastest growing startups in Los Angeles. 

The key to our success? Our people. From engineering, sales, to operations, Papaya’s team is comprised of some of the most intelligent, humble, diverse, and resourceful people you’ll ever meet. With the help of successful investors including Sequoia Capital, First Round Capital, and Silicon Valley Bank; Papaya is building something special. Our impact-driven team receives competitive salary, benefits, equity, and agency. 

We love to celebrate our incredible group of hardworking employees - and it shows. We’re proud to say that we were voted one of Built In LA’s Best Small Companies to Work for in 2020! Learn more and come join us. Find out what the next step in your career could look like here at Papaya.

 

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Location

Our neighborhood is easily accessible from LA and the San Fernando Valley. We have access to workout classes, bars, and restaurants. Hello In-N-Out!

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