Customer Support Genius

| Greater LA Area
About the role
Albert Genius, our flagship product, lets customers text Albert almost any financial question. Customers ask us anything from deals on cheap diapers to paying down debt. We're looking talented, thoughtful problem solvers with great people skills to help customers get the most out of Albert Genius.
 
Things you're good at
* Problem Solving: not only are you great at understanding a problem, but you can provide articulate and concise solutions to our customers.
* Organization: you can handle multiple customers at once and see them through to completion.
* Collaborating: no one knows our customers' pains and delights better than you. Bringing this information to the team is key to your success. 
Who we are
Albert is a new type of financial service that uses powerful technology to automate your finances, with a team of human experts to guide you. Our geniuses find savings you’re missing, identify bills you’re overpaying, help you pay down debt faster, save automatically for you, and much more. Text Albert a financial question, and we’ll not only offer guidance but help you make it happen.
We’re an LA-based startup with a proven business model, backed by top tier institutional investors, and over 1 million users who have trusted Albert to help them achieve their financial goals. We’re on a mission to improve the financial lives of millions of people with a beautifully designed, simple product, and we’re looking for thoughtful, talented people to join us on our journey.

Responsibilities

  • Helping customers with a wide variety of questions about their budget, spending, savings, and financial situation.
  • Managing high-volume inbound support channels: you’re part of the first line of defense in making sure our customers receive the attention and care they need, in a timely manner
  • Help customers understand how to get the most out of Albert and troubleshoot any issues during the account setup process
  • Document topics in the Help Center and our internal support tools as they arise
  • Diagnose and escalate issues our users encounter using Albert’s bug reporting system
  • Identify trends in feature requests and reporting these to our product team 
  • Build trust and rapport by keeping users in the loop and resolving issues quickly and thoroughly

Requirements

  • 4 year BA or BS degree
  • 1+ years of experience working in customer service

Benefits

  • Competitive salary and equity
  • Health, vision and dental insurance 
  • Free lunch
  • Hardware budget
Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • HerokuLanguages
    • CeleryLanguages
    • RabbitMQLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticSearchDatabases
    • DynamoDBDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • NotionManagement
    • SlackManagement

Location

Our offices are located at the Hayden Tract in Culver City, just a short walk from the Culver City metro station serviced by the expo line.

An Insider's view of Albert

What are some social events your company does?

Our events are proof that Albert puts team-building first. Even with many departments in our busy start-up, Albert finds exciting ways to bring us together. This has included an afternoon ice-cream bar from Bluebird Creamery, a karaoke happy hour and professional mini-massages for Employee Appreciation Day. (I’ve never been so relaxed at work!)

Elle

Copywriter

How does the company support your career growth?

Albert supports career growth by prioritizing personal development and fostering an environment in which people have the opportunity to show their strengths. Anyone can volunteer to lead or be a part of a project or initiative, providing valuable experience and promoting personal growth.

Patrick

Finance Director

What's the biggest problem your team is solving?

Our Geniuses understand that personal finance can be stressful and overwhelming so our primary goal is to bring relevant, personalized, and timely financial advice to our users.

Trina

Financial Advice Expert

What are Albert Perks + Benefits

Albert Benefits Overview

Medical, Dental, and Vision fully paid for by the company and you can sign up for benefits on your first day. Free lunch, beverages, and snacks, and we love furry visitors. We offer paid vacation and 10 paid holidays, a casual vibe and an open floor plan.

Culture
Friends outside of work
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Employees receive 24 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
We throw an awesome company retreat each year in addition to monthly happy hours and events.
Free Daily Meals
Stocked Kitchen
Albert has a fully stocked kitchen including healthy snacks, rotating beer, coffee, tea, cocoa, and other beverages.
Happy Hours
Happy hours are hosted on occasion, usually every other month.
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
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