Customer Support Associate

Socket.dev; Salt Lake City (UT); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Flexible paid time off

Paid parental leave

Education stipend

401K

Home office accessories allowance

Free lunch every Friday

Job summary

Coast is seeking a Customer Support Associate in Salt Lake City to help customers succeed on our spend management platform. You will learn the product, onboard new customers, and resolve inquiries to ensure a smooth experience for Coast users.

Collaborate with account management, product, and engineering to address requests, capture feedback, and drive adoption. We value initiative and a service-minded approach.

Qualifications

• Ability to work flexible hours including 6 AM MT start.
• Must come into Draper office 3-4 days per week.
• Excellent written and verbal communication skills.
• Strategic thinker who can prioritize in a fast-paced environment.

Responsibilities

• Manage Coast customer service activity through relationship-building and knowledge of the product.
• Leverage the CS platform to optimize customer engagement.
• Understand customer requirements and onboard new customers.
• Provide product training and drive adoption and retention.
• Collaborate with Product and Engineering on feature requests and issue tracking.
• Serve as the voice of the customer and relay feedback to internal teams.

Skills

Relationship building

Product knowledge

Real-time responsiveness

Customer service mindset

Verbal communication

Written communication

Tools

CS platform

Job description

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country's 500,000 commercial fleets, 40 million commercial vehicles, and many millions of commercial drivers. The incumbent technologies that cater to these customers are decades old, and businesses with fleets increasingly demand modern digital experiences and transparent financial services products. Coast's mission is to deliver this at a transformational scale, beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform.

As one of our first Customer Support Associates, you will be a trusted advisor to our customers, helping them succeed with our platform and their experience as a Coast customer is as smooth as possible. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product.

We are hiring for our newest west coast office in Salt Lake City, UT.

What you'll do

• Manage customer service activity for Coast customers through strong relationship-building, product knowledge, real time responsiveness, and execution
• Help further operationalize our existing approaches to customer engagement and customer service leveraging our CS platform
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements and help troubleshoot customer issues
• Work closely with Product and Engineering on identification/tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Serve as the "voice of the customer" and provide internal feedback on how we can better serve them to maximize customer value and retention

What you'll bring

• Ability to work flexible hours (starting at 6 AM MT some days)
• Must be able to come into our Draper office 3-4 days per week
• Excellent written and verbal communication skills
• Be able to think strategically, problem solve, and prioritize tasks and initiatives in a fast-paced environment
• Possess a service oriented mindset and be motivated by the opportunity to turn customers into promoters with every interaction
• Ability to provide support to customers over phone predominantly; and occasionally email, and text message
• High energy, go-getter with fresh ideas who takes the initiative to get things done

What we'll bring

• Real growth and career development opportunities, we’re still young in Utah with plenty of room to grow.
• A unique product that makes an actual impact on the businesses we serve.
• Medical, dental, and vision insurance
• Flexible paid time off (vacation, personal well-being, paid holidays)
• Paid parental leave
• $500 annual education stipend
• Tools to help manage your financial wellness, including webinars, access to an equity tax advisory service, and company-sponsored 401K
• $400 accessories allowance for home office setup to be spent on a keyboard, mouse, headphones, etc.
• Free lunch every Friday

About Coast

Coast is founded and led by Daniel Simon, who previously cofounded Bread (breadpayments.com), a leading payments and credit technology firm backed by some of the world's top VCs which was acquired for $500MM+ in 2020.

Coast has raised $165M in total funding. Our recent $40M Series B equity round was led by ICONIQ Growth with participation from Thomvest and Synchrony. We're also backed by top fintech and mobility venture funds, including Accel, Insight Partners, Better Tomorrow Ventures, Avid Ventures, Bessemer Venture Partners, BoxGroup, Foundation Capital, Greycroft and Colle, and premier angel investors including Max Levchin (Affirm), Josh Abramowitz (Bread), Jason Gardner (Marqeta), William Hockey (Plaid), Ryan Petersen (Flexport), and many others.

Check out our CEO's recent podcast interview with Primary Venture Partners and last year's product/market deep dive on Fintech Layer Cake with Coast Founder Daniel Simon!

Coast is committed to diversity, equity, and inclusion. We are building a diverse and inclusive environment, so we encourage people of all backgrounds to apply. We're an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.