Customer Success Associate

| Greater LA Area
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Dave is a challenger bank on a mission to put financial minds at ease by improving the cost, usability and accessibility of the legacy financial system. As the finance version of David and Goliath taking on the big banks, Dave helps its seven million customers budget, find work, build credit, and access income to cover immediate expenses. Dave is backed by Mark Cuban, Norwest Venture Partners, Section 32, and Financial Venture Studios, among many others.

About the Role

We are looking for a helpful and decent Customer Success Associate to be a part of an innovative team at Dave. You’ll be guiding our users through the app and banking experience along with relaying valuable feedback to help build the best member experience possible. Most interactions will be via email or chat.

What you'll do:

  • Assist Dave’s app members with banking and app inquiries, features, billing clarification, and other questions via, email and/or chat
  • Maintain our CRM standards for interactions or transactions, recording details of inquiries, complaints, or comments, as well as any actions taken
  • Help members understand eligibility for various Dave products and support any issues that may arise
  • Become a product knowledge expert to help educate our members on using the app
  • Follow up with members regarding negative survey feedback
  • Collaborate with Dave’s CS team leadership to identify and triage app/system errors and bugs
  • Protect sensitive consumer data and act with integrity when handling member concerns
  • Escalate unresolved issues to CS management. Opportunities to work with appropriate departments including fraud or product teams for further investigation and resolution
  • Ensure user satisfaction through high quality interactions and offer appropriate solutions when relevant

What you'll need:

  • 1+ year(s) customer success experience preferably supporting users in the mobile app, banking or technology space via email or chat
  • Excellent written and verbal communication skills and ability to adapt tone to company brand
  • Strong understanding of Zendesk or applicable CRM Systems 
  • Comfortable working in a fast paced and dynamic environment that requires adaptability
  • Passionate about providing best in class customer service and user experience
  • Good critical thinking and problem-solving skills
  • High School education required
  • Available to work shifts during Customer Success office hours Monday - Friday, 6am - 7pm and some shifts on weekends may be required.

Benefits & Perks

• Premium Medical, Dental, and Vision Insurance plans

• Insurance premiums 100% covered for you and 80% for your dependents

• Competitive salary and equity compensation packages

• Generous and flexible PTO

• Voluntary life insurance, short-term disability, and long-term disability plans

• Voluntary worksite benefit plans for accidents, critical illness, and hospital indemnity

• Flexible work hours

• 401(k) savings plan with matching contributions

• Generous paid parental leave

• 1UP Wednesdays where you can teach or learn something new from a fellow Dave

• A collaborative environment with opportunities for learning and growth

• Virtual social events

Dave Inc is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.

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Location

1265 S Cochran Ave, Los Angeles, CA 90019

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