User Care Advisor

Rain; United States; Hybrid; USD 22,000 - 30,000; Full time

Benefits offered by this job

Volunteer opportunities

Remote work option

Hybrid option in Nashville

Growth opportunities

Flexible benefits

Job summary

Rain seeks a personable Customer Care Specialist to enhance user happiness and engagement. You’ll work with our engineering team to fix issues and ensure a positive app experience through live chat, offering well-researched financial guidance.

Reporting to the Manager, User Care, this role supports customers via phone, email, SMS, and chat, and may operate remotely or from our downtown Nashville office. Training includes Zendesk and service protocols.

Qualifications

• Excellent phone etiquette and strong verbal and written communication.
• Ability to multi-task, organize, and prioritize in a fast-paced environment.
• Conversational Spanish is preferred but not required.
• Experience in Customer Service or customer-facing roles.
• Experience using Zendesk or Intercom or related tools.
• Experience in Financial Services or Fintech is a plus.

Responsibilities

• Improve app engagement by helping users and solving issues.
• Collaborate with engineering to resolve tech problems and bugs.
• Provide positive app experiences via live chat with financial advice.
• Communicate with customers via phone, email, SMS, and chat.
• Provide knowledgeable answers on product, pricing, and availability.
• Assist internal departments to meet customer needs and data entry tasks.

Skills

Phone etiquette

Multi-tasking

Spanish preferred

Zendesk/Intercom experience

Customer service experience

Tech troubleshooting

Financial services familiarity

Tools

Zendesk

Intercom

Job description

• To keep building Rain, we need the right team. That’s where you come in
• The ideal candidate loves talking to people and proactively solving issues. You will be responsible for improving app engagement by making our users happy, working with our engineering team to solve any tech issues, and providing a positive app experience through our live chat function by offering well-researched financial advice
• This job will be reporting to our Manager, User Care and has the option to operate remotely or sit in our downtown Nashville office. You will be trained on Zendesk, customer service protocols, and financial wellness. You will be expected to educate and assist our customers in a fast and friendly matter
• Communicate with customers via phone, email, SMS, and chat (Zendesk/Intercom)
• Provide knowledgeable answers to questions about the product, pricing, and availability
• Troubleshoot technical problems
• Work with internal departments to meet customer’s needs
• Effectively communicate with our engineering team to resolve app bugs and problems
• Data entry in various platforms

Benefits

• We offer volunteer opportunities and encourage our team members to prioritize their physical and mental health
• Remote work & a hybrid option for team members in our Nashville hub
• Opportunities for growth - we encourage employees to seek new passions within the company
• Flexible benefits package to fit your needs

Excellent phone etiquette and excellent verbal, written, and interpersonal skillsAbility to multi-task, organize, and prioritize workConversational level Spanish preferredExperience in Customer Service or Customer facing roleExperience using ZenDesk, Intercom, or related toolsExperience working in a high paced work environmentExperience working in Financial Services or Fintech software companiesA willingness to learn and grow1-2 years of customer service experience preferredFintech, HR tech, or payments experience is a plus—but not required