Refund Solutions Advocate - Remote

Overview

Teak is reinventing refunds, striving to make every experience refundable. Our strength lies in our proprietary Software-as-a-Service (SaaS) embedded refund protection platform, allowing us to aggregate significant distribution while providing a top-tier digital purchasing experience for event organizers, booking platforms, ticketing systems, and end consumers. Our e-commerce solution is embedded in millions of carts monthly and backed by AM-best-rated insurers.

In Short

• Perform routine daily coverage reviews of consumer refund request submissions to investigate and confirm qualification based on facts and documentation presented.
• Evaluate refund eligibility across a diverse product suite, including conditional refund agreements and ticket insurance.
• Serve as the point of contact for consumers with active refund requests via various communication channels, including phone and email.
• Respond quickly and courteously to consumer inquiries, concerns, and complaints to provide the best possible resolution.
• Identify consumer needs, clarify information, and provide appropriate solutions or alternatives.
• Process refunds efficiently and accurately while ensuring strict adherence to company and partner policies.
• Escalate complex or unresolved consumer issues as needed for further investigation.
• Follow up with consumers to ensure concerns are addressed and satisfaction is achieved.
• Maintain accurate consumer records by updating account information and documenting all interactions in the system of record.
• Track and monitor trends in consumer interactions to identify and resolve potential systemic issues.

Requirements

• High school diploma or equivalent; further education or certification in consumer experience is a plus.
• 5+ years of consumer service experience with a proven track record of successful deescalation and conflict resolution.
• Excellent verbal and written communication skills with a professional and friendly demeanor. Being bilingual is a plus.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form—the ability to handle irate or difficult customers with patience and empathy.
• Proficient computer skills, experience working with Google Apps, facility with macros, proficient with typing.
• P&C insurance adjuster license in your home state is a plus.
• This is a remote position. Travel to Teak Hubs in Phoenix, San Francisco, Denver, Los Angeles, and Austin may be required as necessary. Travel is mandatory twice a year for multi-day, company-wide meetings.

Benefits

• Fully remote (work from anywhere)
• Competitive salary + equity
• Unlimited PTO
• Medical, dental, and vision coverage
• Annual bonus program
• 401(k) with matching
• $100/month for event tickets
• Company-sponsored events