Remote Otter LogoRemoteOtter

Account Coordinator - Remote

Posted 1 week ago

Overview

As a fintech company where customer care is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience. Our Account Coordinator team goes beyond traditional support, advocating for our customers to deliver an exceptional experience.

In Short

  • Provide best in class service to Plan Sponsors through multiple channels.
  • Develop and document scalable processes for ticket handling and escalation management.
  • Identify trends and potential issues early, sharing insights with Product and Engineering teams.
  • Achieve and maintain benchmarks for call volume and customer satisfaction metrics.
  • Navigate and manage multiple product tools effectively during calls and emails.

Requirements

  • 2+ years of delivering outstanding customer experiences in the SaaS industry.
  • Demonstrated flexibility and ability to pivot quickly in a dynamic work environment.
  • Interest in financial services and ability to stay up-to-date with industry trends.
  • Skilled communication, serving as a trusted advisor for customers.
  • Strong understanding of technology and experience with customer support platforms.

Benefits

  • Medical, dental, and vision insurance.
  • Paid parental leave for birthing and non-birthing parents.
  • Flexible time off in addition to company holidays.
  • 401(k) plan with company contributions.
  • 1-month paid Sabbatical after 5 years of employment.

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