388 Customer Service jobs

Company description At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies. Job summary The Red Hat Voice of Customer (VoC) team is looking for a Business Analyst with a passion for solving business problems and optimizing the customer experience to join us in Raleigh, NC. In this role, you will manage the customer journey analysis program, work closely with the Business Intelligence (BI) team, and support customer feedback analysis and executive reporting. You'll present journey mapping areas of opportunity to globally-distributed stakeholders and provide guidance for complex issues where analysis requires deep evaluation. Primary job responsibilities Manage the customer journey analysis program by identifying programs and processes both internally and externally to apply journey analysis methodology, define strategy for each program, and create a scalable approach for program expansion Proactively engage geographically diverse stakeholders by presenting journey mapping areas of opportunity based on industry research, internal metrics, and customer feedback Work cross-functionally with leadership, program managers, data analysts, and other stakeholders to understand and achieve business priorities Advise on complex issues where analysis of situations or data requires deep evaluation of variable factors Enhance VoC team's ability to be agile and proactive by identifying automation opportunities Provide guidance on analysis and reporting that supports globally diverse stakeholders Understand correlations and associations between various data sets and feedback methodologies like Net Promoter Score (NPS), Customer Effort Score (CES), and customer sentiment and be able to confidently speak to the data Required skills 5-7 years of business analysis experience Experience with journey map creation, customer journey methodology, journey map tooling, and industry best practices Proven record of accomplishing business objectives tied to quantitative measurement Knowledge of NPS and CES principles and methods Demonstrated ability to structure complex problems, derive insights from data, and communicate with diverse teams Solid analytical skills and a desire to innovate; demonstrated ability to use data to guide decision-making Solid proficiency in manipulating data sets for analytical purposes Well versed in customer experience improvement tactics like journey mapping, dashboard development, and SWOT analysis Experience with data visualization tools like Qualtrics or Qlik (Sense, View) Ability to succeed in a geographically diverse team and interact with partners and stakeholders at all levels Outstanding communication and interpersonal skills, ability to motivate teams and individuals Bachelor's degree in business or a related field; master's degree is a plus Knowledge and understanding of statistical principles like correlation, cluster, factor, and regression analysis is a plus

Company Description At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies. Job summary The Red Hat Customer Engagement and Experience (CEE) team is looking for an Associate Manager focused on technical support to join us in Pune, India. In this role, you will manage a team of highly technical associates who are responsible for providing an excellent service to our enterprise customers. You'll work with your peers around the world to guide initiatives and continually develop technical team members. As an Associate Manager, you’ll need to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience. Primary job responsibilities Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL) Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction Promote and guide continuous professional and personal development of team members Improve knowledge management, customer-centric support, and issue problem-solving Coordinate improvement programs for global support processes and procedures Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests Provide leadership in problem-solving, including proposing and discussing fixes and advising and educating customers Receive assignments in the form of objectives and define how to use resources to meet schedules and goals Provide guidance to associates within the established company policies; recommend changes to policies and procedures Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue Follow processes and operational policies in selecting methods and techniques for obtaining solutions Serve as an adviser to associates to meet schedules and resolve technical problems Required skills Previous commercial experience in a customer service or technical support environment or in a technology-oriented company or team Proven ability to learn and apply new skills and processes quickly and coach and teach others Demonstrated experience managing a team with customer focus and service orientation Ability to identify potential, develop people, and motivate and build a team Solid troubleshooting skills and a passion for-problem solving and investigation Ability to handle multiple tasks at once, prioritize, and work under pressure Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions Solid leadership and coaching skills Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates Good written and verbal communication skills in English The following are considered a plus:   Commercial Linux experience in the enterprise sector Knowledge of support systems and tools Appreciation and passion for open source software

Upstart is frequently rated the #1 online lending platform by its customers. This is only possible by having the most passionate and dedicated Loan Servicing Specialists that know how to be fast problem solvers and have a strong empathy for our customers’ needs. As a Loan Servicing Specialist, you will be taking care of our customers in regards to their payments and performing research. One of our values is to be smart and know that we might be wrong and what that means to you is we expect that even though our customers are happy, we expect that you will offer ideas and be an active team participant to improve Upstart’s servicing process to exceed industry recovery performance. We’re looking for someone that is genuinely interested in helping our customers improve their financial situation. Our team needs someone that is highly organized, loves keeping meticulous and informative records, has a “detective” mindset, and a curious nature. Here’s more about what you’ll be doing: Communicate in a positive effective manner with customers to find solutions that bring accounts current, or assist with borrower’s hardship. Develop and improve internal repayment process, tools, and techniques to improve portfolio performance Exceed key performance indicators measuring personal productivity, quality, and service level as defined by management Maintaining strict adherence to corporate policies and procedures in line with FDCPA and TCP Requirements: 1+ years of experience in customer-facing service roles, such as retail management, bank teller, etc Ability to balance following instructions and protocols with exercising judgment when dealing with unfamiliar customer situations Demonstrate ability to think critically about borrower situations and determine the best solution to bring the account current Able to represent Upstart in a friendly and professional manner at all times especially when dealing with difficult situations and customers Excellent phone presentation and written communication skills. Can communicate information in a clear, concise, and warm manner Highly organized, detail oriented and self-motivated Associate’s degree required. Bachelor’s degree preferred Details about Applying: Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.

Upstart strives to deliver an excellent customer experience while helping borrowers achieve their financial fitness goals. As the face of Upstart, Customer Experience Associates guide borrowers through the application process over the phone, chat and email. You work alongside an intelligent and motivated team and are exposed to all aspects of FinTech operations in a high-growth startup environment. Here’s more about what you’ll be doing: Deliver an outstanding borrower experience by guiding borrowers through the application process through inbound and outbound phone, chat, and email support Identify and implement creative process improvements to continue to reinvent the customer experience for our borrowers Other projects as assigned Requirements: BA / BS degree with a strong academic record 1+ years of experience in customer service, phone support, loan underwriting or similar Passion for delivering a great customer experience Strong communication skills (written and verbal) and ability to empathize with others Impeccable judgment and acute attention to detail Track record of high-performance Familiarity with underwriting loans, financial statements, tax documents and payroll is a plus Details about Applying: Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.

Upstart is looking for credit analysts to provide an exceptional borrower experience throughout the application process. This person will be responsible for gathering and analyzing educational and financial data to verify the creditworthiness of the borrower. Credit analysts work alongside an intelligent and motivated team and are exposed to all aspects of FinTech operations in a high-growth startup environment. Here’s more about what you’ll be doing: Work with potential borrowers and review applications to verify elements of each loan application, such as employment, income, identity, and tax documents in a timely and efficient manner Identify and implement process improvements in the borrower application process Build trust and cultivate borrower, investor, and colleague relationships Other projects as assigned Requirements: BA / BS degree in Business Administration, Finance, or similar 1+ years of experience in customer service, loan underwriting, consumer lending, personal banking, or similar Strong analytical and problem solving skills Passion for delivering a great customer experience Impeccable judgment and acute attention to detail Track record of high-performance Familiarity with underwriting loans, financial statements, tax documents and payroll is a plus Details about Applying: Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.

Upstart is frequently rated the #1 online lending platform by its customers. This is only possible by having the most passionate and dedicated Loan Servicing Specialists that know how to be fast problem solvers and have a strong empathy for our customers’ needs. As a Loan Servicing Specialist, you will be taking care of our customers in regards to their payments and performing research. One of our values is to be smart and know that we might be wrong and what that means to you is we expect that even though our customers are happy, we expect that you will offer ideas and be an active team participant to improve Upstart’s servicing process to exceed industry recovery performance. We’re looking for someone that is genuinely interested in helping our customers improve their financial situation. Our team needs someone that is highly organized, loves keeping meticulous and informative records, has a “detective” mindset, and a curious nature. Here’s more about what you’ll be doing: Communicate in a positive effective manner with customers to find solutions that bring accounts current, or assist with borrower’s hardship. Develop and improve internal repayment process, tools, and techniques to improve portfolio performance Exceed key performance indicators measuring personal productivity, quality, and service level as defined by management Maintaining strict adherence to corporate policies and procedures in line with FDCPA and TCP Requirements: 1+ years of experience in customer-facing service roles, such as retail management, bank teller, etc Ability to balance following instructions and protocols with exercising judgment when dealing with unfamiliar customer situations Demonstrate ability to think critically about borrower situations and determine the best solution to bring the account current Able to represent Upstart in a friendly and professional manner at all times especially when dealing with difficult situations and customers Excellent phone presentation and written communication skills. Can communicate information in a clear, concise, and warm manner Highly organized, detail oriented and self-motivated Associate’s degree required. Bachelor’s degree preferred Details about Applying: Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.

Upstart strives to deliver an excellent customer experience while helping borrowers achieve their financial fitness goals. As the face of Upstart, Customer Experience Associates guide borrowers through the application process over the phone, chat and email. You work alongside an intelligent and motivated team and are exposed to all aspects of FinTech operations in a high-growth startup environment. Here’s more about what you’ll be doing: Deliver an outstanding borrower experience by guiding borrowers through the application process through inbound and outbound phone, chat, and email support Identify and implement creative process improvements to continue to reinvent the customer experience for our borrowers Other projects as assigned Requirements: BA / BS degree with a strong academic record 1+ years of experience in customer service, phone support, loan underwriting or similar Passion for delivering a great customer experience Strong communication skills (written and verbal) and ability to empathize with others Impeccable judgment and acute attention to detail Track record of high-performance Familiarity with underwriting loans, financial statements, tax documents and payroll is a plus Details about Applying: Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.

Upstart is looking for credit analysts to provide an exceptional borrower experience throughout the application process. This person will be responsible for gathering and analyzing educational and financial data to verify the creditworthiness of the borrower. Credit analysts work alongside an intelligent and motivated team and are exposed to all aspects of FinTech operations in a high-growth startup environment. Here’s more about what you’ll be doing: Work with potential borrowers and review applications to verify elements of each loan application, such as employment, income, identity, and tax documents in a timely and efficient manner Identify and implement process improvements in the borrower application process Build trust and cultivate borrower, investor, and colleague relationships Other projects as assigned Requirements: BA / BS degree in Business Administration, Finance, or similar 1+ years of experience in customer service, loan underwriting, consumer lending, personal banking, or similar Strong analytical and problem solving skills Passion for delivering a great customer experience Impeccable judgment and acute attention to detail Track record of high-performance Familiarity with underwriting loans, financial statements, tax documents and payroll is a plus Details about Applying: Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.

About us Metromile is a start-up that is disrupting the $220 billion auto insurance market by offering an entirely new model where the monthly bill is based on miles driven, paired with a smart driving app. Our product marries engineering and data science to deliver mobile technology, automotive telematics, and data-driven applications to make a car's data accessible and useful to modern drivers, including street sweeping alerts, trip stats, decoded check-engine lights, and car location. We aim to make car ownership as simple and affordable as it can be. You could think of us as the David to the auto insurance industry's Goliath.  Buckle up and get ready to drive with Metromile. We're proud to say that Metromile has been named on Glassdoor's Best Place to Work in their 2018 Employees' Choice Awards list for the second year in a row! About the role We’re looking for a People Operations Partner to help deliver an outstanding employee experience while owning backend operations and processes. You’ll play a fundamental role in our People Operations team, working on projects and processes that seek to improve the employee lifecycle. We have a strong foundation and we’re looking for a talented individual to help us continue to build an effective People Ops organization. You will Think creatively about the employee experience - find ways to improve every People Ops interaction Maintain HR information management systems and online employee resources Own, maintain and continually enhance new employee onboarding program Manage all employee records and documentation and assist with tracking of employee data Support the execution of People Ops programs including performance reviews, training initiatives, benefit open enrollment, etc. Conduct employee reporting and analysis on a regular and ad hoc basis Launch employee surveys, analyze results and make recommendations Provide support with activities that drive employee learning and development Respond to requests for employment verifications Manage employee leave of absence administration Assist with employee compensation review About you 1-3 years relevant experience in a Human Resources role Strong analytical skills Excellent customer service orientation Strong attention to detail Excellent verbal and written communication skills Outstanding organization and prioritization skills Proactive individual able to operate efficiently in a fast-paced environment Ability to professionally, tactfully, confidentially, handle sensitive data Ability to effectively interact with all levels of staff/management Nice to Have : Bachelor’s degree in a related discipline Previous startup experience What’s in it for you Competitive salary plus equity Robust benefit options (health, dental, vision, 401K) Transportation and well-being benefits Generous parental leave Catered lunches and a fully stocked kitchen Social events Mac equipment and adjustable workstations

About us Metromile is a start-up that is disrupting the $220 Billion car insurance market by offering an entirely new model where the monthly bill is based on miles driven, paired with a smart driving app. Our product marries engineering and data science to deliver mobile technology, automotive telematics, and data-driven applications to make a car's data accessible and useful to modern drivers, including street sweeping alerts, trip stats, decoded check-engine lights, and car location. We aim to make car ownership as simple and affordable as it can be.  You could think of us as the David to the auto insurance industry's Goliath. Buckle up and get ready to drive with Metromile! We're proud to say that Metromile has been named on Glassdoor's Best Place to Work in their 2018 Employees' Choice Awards list for the second year in a row! About the role Love talking to people and proactively solving issues? Then join our Customer Experience Team. You’ll be part of a quickly expanding group responsible for growing and maintaining our customer base. We think of ourselves as the smile behind Metromile. You will be responsible for creating fiercely loyal customers through phone calls and emails who can’t wait to share us on Facebook with all their friends. You will  You'll be tasked with supporting our customers through exceptional service and inspiring a growing user base to share the Metromile experience. You'll have great opportunities to develop & foster various skill sets: Turn customers into passionate evangelists. Respond to emails & support issues promptly Answer incoming phone calls from customers and identify the type of assistance needed Assist current and potential customers to navigate the site, our app and troubleshoot our devices Educate potential customers and continuously increase our customer base Manage Customer’s insurance policies by executing detailed changes Ask appropriate questions to verify customer’s account and resolve the inquiry Adapt to quickly figure out a way to get things done About you Comfortable on the phone, making or taking calls. You’ll love dazzling our customers when they call in or you call them. A utility player. You're willing to find resolutions to customer issues early, and often. Self-driven. You have superior organizational skills, integrity and great follow through on tasks. You don't get overwhelmed easily. If we asked for your Proof of Insurance card, you’d find it in less than 2 minutes. Naturally curious. You're innovative, extremely creative and always asking questions to learn more. Word savvy. You have exceptional writing skills and can craft everything from emails and summaries, easily adjusting your tone/voice accordingly. You’re self-aware, well-spoken on the phone and eloquent in emails. You always try to understand where the other person is coming from before making any decisions. You’re a charismatic people person who can talk to anyone; you're flexible, fearless, and excited to help build something awesome and share it with the world. You understand the impact of highly satisfied customers and will pull out the red carpet for every customer. And we don’t mind if you’re slightly obsessive-compulsive about grinding away at issues. 1-2 years of phone Customer Service Experience (Call Center experience is preferred)   Bachelor’s degree or 3+ years of additional Customer Service experience Familiarity with Salesforce and Google Apps will earn you some bonus points Exceptional communications skills, both written and verbal Bonus points for bilingual skills in Spanish Ability to multi-task and adapt to change in a fast-growing, competitive start-up environment Self-managed, highly motivated, and confident Very organized and diligent in prioritizing your day What’s in it for you Highly competitive salary Excellent benefits package (Medical, Dental, Vision, 401k) Generous PTO package Monthly gym membership stipend Company-sponsored team outings Be surrounded by intelligent, like-minded, fun, outgoing co-workers Rare opportunity to be part of a San Francisco-based start-up growing in Arizona

About us Metromile is a start-up that is disrupting the $185 billion car insurance market by offering an entirely new model where the monthly bill is based on miles driven, paired with a smart driving app. Our product marries engineering and data science to deliver mobile technology, automotive telematics, and data-driven applications to make a car's data accessible and useful to modern drivers, including street sweeping alerts, trip stats, decoded check-engine lights, and car location. We aim to make car ownership as simple and affordable as it can be. You could think of us as the David to the auto insurance industry's Goliath. Buckle up and get ready to drive with Metromile. About the role Love talking to people and proactively solving issues? Then join our Customer Experience Team. You’ll be part of a quickly expanding group responsible for growing and maintaining our customer base. We think of ourselves as the smile behind Metromile. You will be responsible for creating fiercely loyal customers through phone calls and emails who can’t wait to share us on Facebook with all their friends. You will You'll be tasked with supporting our customers through exceptional service and inspiring a growing user base to share the Metromile experience. You'll have great opportunities to develop & foster various skill sets: Turn customers into passionate evangelists; respond to emails & support issues promptly Answer incoming phone calls from customers and identify the type of assistance needed Assist current and potential customers navigate the site, our app and troubleshoot our devices Execute detailed changes to customer accounts Adapt to quickly figure out a way to get things done About you 3 years of phone customer service experience (call center experience is preferred) Exceptional communication skills, both written and verbal Bonus points for bilingual skills in Spanish Ability to multi-task and adapt to change in a fast-growing, competitive start-up environment Self-managed, highly motivated, and confident Very organized and diligent in prioritizing your day High school Diploma or GED Comfortable on the phone: you’ll love dazzling our customers when they call in or you call them A utility player: you're willing to find resolutions to customer issues early and often Self-driven: you have superior organizational skills, integrity and great follow through on tasks; you don't get overwhelmed easily If we asked for your Proof of Insurance card, you’d find it in less than 2 minutes Naturally curious: you're innovative, extremely creative and always asking questions to learn more Word savvy: you have exceptional writing skills and can craft everything from emails and summaries, easily adjusting your tone/voice accordingly You’re self-aware, well-spoken on the phone, and eloquent in emails; you always try to understand where the other person is coming from before making any decisions You’re a charismatic people person who can talk to anyone; you're flexible, fearless, and excited to help build something awesome and share it with the world You understand the impact of highly satisfied customers and will pull out the red carpet for every customer—we don’t mind if you’re slightly obsessive-compulsive about grinding away at issues  What's in it for you Highly competitive hourly salary Excellent benefits package (Medical, Dental, Vision, 401k) Generous PTO package Monthly gym membership stipend Company-sponsored team outings Be surrounded by intelligent, like-minded, fun, outgoing coworkers Rare opportunity to be part of a San Francisco-based start-up growing in Arizona

Tala seeks a customer experience team member focusing on servicing our customers daily identity verification submissions, and focusing on quality of information and efficiency in time management. We are looking for a team member who can manage multiple tasks at a time and work with all departments to ensure we grow as a company and improve our products for our customers. This role is part of a team driven by a passion for servicing customers to the best of our ability and focusing on customer’s experiences. Your goal would be to participate in daily customer engagement and focusing on helping our customers succeed in their goals. We expect all team members to come every day looking to make an impact on our customers and help our business improve in the process.   Duties: Review customer submissions of identification for validation Timely engagement with customers who need assistance or to re-submit information Complete daily tasks associated with verifying customer identity (ex. Closing tickets, reporting on details, supporting other team members) Build a good standing relationship with our customers. Follow communication procedures, guidelines, and policies. Provide accurate and complete information by using our communication methods. Work with Customer Experience Manager to ensure proper service to customers is being delivered. Provide feedback and ideas on the efficiency of the customer service processes. Reliably fulfill duties during scheduled shifts, including nights and weekends. Escalate any customer complaints to the Team Lead and ensure solutions have been sort on the same on time. Requirements: Ability to communicate clearly and professionally verbally and in writing. Willingness to work a flexible schedule. Ability to handle customer complaints. Good work ethic and team player. Fast at typing and working in modern web technology. Fast at learning new systems and processes. Ability to manage and work under pressure. Skills and Qualifications: Customer service passion, skills and experience Financial product knowledge Focus on quality and conflict resolution Ability to problem solve and communicate clearly Multi-tasking Quality typing skills (above 45 wpm) Experience with ZenDesk is a plus Office Address:  5th Floor, @5600 TIM Bldg, Osmena Hiway, Brgy. Palanan, Makati City, Philippines. About Tala: Tala  is the leading mobile technology and data science company committed to financial inclusion globally. More than 1.3 million people have borrowed through Tala’s smartphone app, which provides instant credit scoring, lending, and other personalized financial services in emerging markets. Tala has raised more than $105 million from leading venture and impact investors including Revolution, IVP, Ribbit Capital, Data Collective, and Lowercase Capital. Tala’s global team is headquartered in Santa Monica, with additional offices in Nairobi, Manila, Dar Es Salaam, Mexico City, Mumbai, and Bangalore.

Tala, seeks a  Collections Team Lead  to engage in consumer collections of overdue accounts. Primary responsibility will be monitoring, motivating, and training the Philippines Tala Collections Team to ensure KPIs are met monthly.  The position purpose is ensuring an excellent standard of caring service, maintaining customer relationships, and emphasizing Tala’s brand of modern and convenient customer-centric service to the in house Collections Team. DUTIES: Own KPIs and work with team towards achieving them each day/month/year: Monitor early and Late Stage Cure and Liquidation, to ensure team performance meet the expected business targets. Keep track of ,RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily target. Manage incentive, rewards and overtime tracking. Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning. Monitor collection trends/recommendations to be shared with the collections manager. Daily/Weekly/monthly reporting of agent performance. Coaching, mentoring, and motivating collections team members. Reporting of KPIs and key themes on a weekly basis. Managing of Non-Payment Reason Reporting. Make sure these issues are understood and elevated to the collections manager. REQUIREMENTS: Expertise and focus in empathy, trust, and speed of customer service issues. Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication. Demonstrated expertise of Autodialer, Zendesk, admin, and customer service processes. Clear understanding of collections call model. Experience training team members on systems and process. Demonstrated expertise of team KPIs. Strong decision-making and conflict resolution skills. Ability to communicate clearly and professionally verbally and in writing. Maintains a positive attitude. Can rally team even in times of adversity and challenges. Knowledge in Dialer System, Leads and Reporting is a must Able to Create Analytical Reports and projects SKILLS AND QUALIFICATIONS: Graduate of any 4 year course Five (5) years B2C collections experience and at least 2 years experience as a Team Lead. High level of financial literacy Experience with multiple types of formal and informal credit products About Tala: Tala  is the leading mobile technology and data science company committed to financial inclusion globally. More than 1.3 million people have borrowed through Tala’s smartphone app, which provides instant credit scoring, lending, and other personalized financial services in emerging markets. Tala has raised more than $105 million from leading venture and impact investors including Revolution, IVP, Ribbit Capital, Data Collective, and Lowercase Capital. Tala’s global team is headquartered in Santa Monica, with additional offices in Nairobi, Manila, Dar Es Salaam, Mexico City, Mumbai, and Bangalore.

Tala, seeks a  Collections Team Lead  to engage in consumer collections of overdue accounts. Primary responsibility will be monitoring, motivating, and training the Philippines Tala Collections Team to ensure KPIs are met monthly.  The position purpose is ensuring an excellent standard of caring service, maintaining customer relationships, and emphasizing Tala’s brand of modern and convenient customer-centric service to the in house Collections Team.    DUTIES: Own KPIs and work with team towards achieving them each day/month/year: Monitor early and Late Stage Cure and Liquidation, to ensure team performance meet the expected business targets. Keep track of ,RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily target. Manage incentive, rewards and overtime tracking. Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning. Monitor collection trends/recommendations to be shared with the collections manager. Daily/Weekly/monthly reporting of agent performance. Coaching, mentoring, and motivating collections team members. Reporting of KPIs and key themes on a weekly basis. Managing of Non-Payment Reason Reporting. Make sure these issues are understood and elevated to the collections manager.   REQUIREMENTS: Expertise and focus in empathy, trust, and speed of customer service issues. Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication. Demonstrated expertise of Autodialer, Zendesk, admin, and customer service processes. Clear understanding of collections call model. Experience training team members on systems and process. Demonstrated expertise of team KPIs. Strong decision-making and conflict resolution skills. Ability to communicate clearly and professionally verbally and in writing. Maintains a positive attitude. Can rally team even in times of adversity and challenges. Knowledge in Dialer System, Leads and Reporting is a must Able to Create Analytical Reports and projects   SKILLS AND QUALIFICATIONS: Graduate of any 4 year course Five (5) years B2C collections experience and at least 2 years experience as a Team Lead. High level of financial literacy Experience with multiple types of formal and informal credit products   About Tala: Tala  is a mobile technology and data science company that is working to deliver financial access, choice and control to underserved people around the world. Tala’s smartphone app instantly evaluates customers for credit using only the data on their devices and delivers customized loans in minutes.  Tala, formerly known as InVenture, is backed by IVP, Ribbit Capital, Lowercase Capital, Data Collective, Collaborative Fund and other leading venture and impact investors. In 2016,  Fast Company  ranked Tala, formerly known as InVenture, as one of its top 10 companies in Money, and  Forbes  named Tala as one of the top 50 FinTech companies in the world. Additionally, Tala’s work has been highlighted by the  New York Times , the Financial Times , the  Wall Street Journal , TED, and  Wired , among others.

Tala seeks a customer service agent to act as an Internet-based customer assistance champion by providing product and service information, resolve any problems that our customers might face with accuracy and efficiency, liaising with company engineers and product developers to research and fix unusual product experiences. The position purpose is ensuring excellent service standard, maintaining high customer satisfaction and representing the brand's modern and convenient customer-centric service model. Duties: Efficiently and promptly resolve customer complaints and questions by clarifying the customers’ issue; determining cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution. Build a good standing relationship with our customers. Follow communication procedures, guidelines, and policies. Provide accurate and complete information by using our communication methods. Record customer interactions. Work with customer service Team Lead to ensure proper service to customers is being delivered. Provide feedback and ideas on the efficiency of the customer service processes. Reliably fulfill duties during scheduled shifts, including nights and weekends. Escalate any customer complaints to the Team Lead and ensure solutions have been sort on the same on time. Requirements: Strong decision making and conflict resolution skills. Willingness to work a flexible schedule. Ability to communicate clearly and professionally verbally and in writing. Ability to handle customer complaints. Good work ethic and team player. Fast at typing and working in modern web technology. Fast at learning new systems and processes. Ability to manage and work under pressure. Skills and Qualifications: Customer service skills and experience Product knowledge Quality Focus Problem solving Conflict Resolution Multi-tasking Good communication skills Experience with ZenDesk is a plus About Tala: Tala  is the leading mobile technology and data science company committed to financial inclusion globally. More than 1.3 million people have borrowed through Tala’s smartphone app, which provides instant credit scoring, lending, and other personalized financial services in emerging markets. Tala has raised more than $105 million from leading venture and impact investors including Revolution, IVP, Ribbit Capital, Data Collective, and Lowercase Capital. Tala’s global team is headquartered in Santa Monica, with additional offices in Nairobi, Manila, Dar Es Salaam, Mexico City, Mumbai, and Bangalore.

Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. We've helped our customers send nearly $4 billion globally and we're just getting started. We’re hiring a Full Stack Software Engineer to help us build customer service systems. What will your experience on the team be like? You’ll have a chance to pioneer new technical initiatives as part of a rapidly growing team of experienced software engineers We run on modern technology stacks, relying on AWS offerings, automated testing, monitoring, and mature deployment infrastructure. You will work closely with our global customer service and operations team to solve customer problems You’ll partner with product managers and other engineering teams to build foundational platforms for future products You will build for scale. The systems you’ll work on are serving millions of requests per month from our internal users You’ll work in a variety of technologies in a distributed systems setting You’re comfortable building new products end-to-end including architecture, data modeling, back-end and user interfaces We aim for quality software as a starting point and believe that work-life balance is required to make this happen. Some examples of things you’ll work on: Platforms for tracking, managing and solving customer issues Challenging optimization problems such as routing tasks for maximum customer impact Systems to automate repetitive processes at a large scale Requirements: You are passionate about growing your skill set and building excellent products. You have at least three years of professional experience as a software developer. You have experience building back-end services and working relational database systems You're comfortable developing user interfaces and have experience with Javascript and HTML You're familiar with building well tested, reliable systems You take a data driven approach to solving problems   Who we are: Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Does this sound like the place for you? Join us! Remitly is an Equal Opportunity Employer.  Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

As an Engineering Manager at Remitly, you are a builder and a leader, responsible for taking on complex technical and customer problems and creating great products backed by great systems. We use cutting-edge languages, tools, and frameworks to build applications and services on top of a scalable cloud architecture. Our startup work environment is fast-paced, mission-driven, and growing quickly. A successful Engineering Manager will use their experience and vision to hire and develop a diverse engineering team, coaching the team members to grow in their careers and have an impact on our customers. As an empathetic partner, they will mentor peer leaders and other Sr. technologists to model Remitly cultural values and to translate these values into their day-to-day work. Examples of high impact results from this leadership will be simple and well-defined plans for both (a) our company-wide technical architecture and (b) how we deliver executed towards that vision. The Engineering Manager will be responsible for all aspects of software development for a broad business function, working to define the best technical roadmap to simultaneously accomplish company goals, improve existing systems, and reduce technical debt. They will demonstrate a high level of partnership with Product Management, Senior Engineering Management, and other company stakeholders, influencing strategy by representing technical options and tradeoffs from a customer-centric viewpoint. They will delegate and empower employees to operate autonomously and make independent decisions, creating frameworks for these decisions where appropriate; entrusting their team of tech leads and engineers with important aspects of the team's roadmap. The Engineering Manager for our Customer Service & Operational Tools (CST) team is responsible for (1) the systems that our team of Customer Service agents representatives use to help customers with problems, and (2) the platform for other teams to build operational tools for Risk evaluation and Payment Operations. The CST team is just getting started, and you will be building creative experiments to make the Remitly customer service experience the best in fintech! Some examples of current interesting problems include: Defining our strategy for 3rd party tools for voice, call, and chat Building a platform for our teams to use to create work types and cases Improving our customer service tools to improve efficiency and quality Integrating online machine learning and predictive analytics models to understand customer satisfaction. You should possess: Typically 10+ years of experience Typically 1-3 years of experience in a technical leadership role Typically 1-3 years experience leading core engineering efforts / technical teams Experience defining and influencing technical designs and processes across a team. A deep understanding of software development practices, system design, software design patterns, and algorithms. Expertise in one or more general-purpose languages like Java, JavaScript, Go, PHP, Python, or Ruby. Strong ability to mentor and influence other engineers. Excellent verbal and written communication skills.   Who we are: Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Does this sound like the place for you? Join us! Remitly is an Equal Opportunity Employer.  Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

At Remitly, we help immigrant communities around the world send over $5 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day. The Remitly Operations team has a mission to enable the success of customers that need individual support. We have more than 550 team members in Seattle, Manila, and Managua. Customer Service is a key area of investment and differentiation for Remitly because (1) an empathetic and personalized experience builds trust, and (2) we use the insights from Customer Service to share feedback across the company, allowing us to improve our product and marketing. As a Program Manager at Remitly, you are an owner -- responsible for customer and business outcomes by leading a team thru influence. You are someone who is passionate about building great customer experiences by using lean process improvement techniques. Ideally you will have previous experience in Customer Service and/or Operations leadership. You will partner with Product, Engineering, Operations and Data Science to create systemic improvements that scale with our business. What you’ll be doing: Leading our continuous improvement efforts within our operations teams across sites (Seattle, Manila, Managua, and future sites) Developing and maintaining processes for all Customer Service use cases, including SOPs for dozens of contact types across voice, chat, and email Building and maintaining training and quality materials for the team Partnering with internal leaders to improve upstream Product and Marketing Managing and communicating project status and changes in strategy, initiatives, and priorities Collaborating with Product Management to define requirements related to operational needs Who we are looking for: Ability to collaborate and lead results with cross-functional teams Proven success communicating well (and often) with stakeholders and senior leaders Excellent analytical skills with the ability to tailor analysis to explain trends and patterns Continuous process improvement expertise using lightweight Lean and/or Six Sigma methods Well organized and able to handle competing priorities Develops and maintains interpersonal relationships and is culturally sensitive Ability to travel internationally on a monthly basis Preferred Qualifications: Minimum 5-10 years in Customer Service operations Undergraduate degree Professional certifications and proven experience in Lean and/or Six Sigma Strong written and verbal command of the English language Basic SQL, SAS or similar data analysis experience preferred Bilingual (Spanish) is a plus Who we are: Remitly is the largest independent digital remittance company headquartered in the United States, transferring over $5 billion in annualized volume from its customers in the United States, United Kingdom, Canada, and Australia to loved ones throughout the world. The company’s proprietary global transfer network includes its easy-to-use mobile app, which makes the process of sending money faster, easier, more transparent and less costly by eliminating the forms, codes, agents, extra time and fees typical of the traditional, century-old money transfer process. Remitly is backed by industry-leading investors, World Bank’s International Finance Corporation (IFC), Naspers’ PayU, Silicon Valley Bank, Stripes Group, DFJ, DN Capital, QED Investors, Trilogy Equity Partners, Bezos Expeditions, Founders’ Co-Op, and TomorrowVentures. The company is headquartered in Seattle, with additional offices in London, the Philippines, and Nicaragua. For more information, visit remitly.com. Remitly is an Equal Opportunity Employer.  Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly’s vision is to become the world's most customer focused payments company enabling remittances across international borders. Currently, Remitly offers an easy, affordable and safe way to transfer money to the Philippines, India and Mexico. We are rapidly growing and need people like you who share this vision to help us accomplish our lofty goals. The CSR will provide phone, email and chat front line customer service. This person wiil be handling basic issues encountered by our customers in both sending and receiving remittances. Job Requirements: Professionally handle incoming customers' inquiries Thoroughly and efficiently gather required customer information Meet and exceed company and individual performance metrics Be a reliable and agile resource for customer service Skills and Qualifications: Basic Qualifications 1.5 years of prior CSR experience or equivalent experience in non-BPO industry Fresh graduates are still welcome but will be assessed on Customer Service skills Ease and proficiency in web navigation Satisfactory spoken and written communication skills in both Filipino and English languages Critical thinking and decision-processing skills Effective business writing skills Sales Experience Preferred High level of ease in conversing and processing thoughts with customers in both Filipino and English languages Depending on mix, indicate and assess % of experience in various channels:   E.g., 50% in voice, chat and email Has to be willing to be on different work shifts depending on business requirements Has to demonstrate reliability in terms of work history, attendance and punctuality

Gusto is seeking top University talent to launch their career in tech as part of our Customer Experience ("CX") team. Our CX team provides expert human support to make payroll, HR, and benefits easy. We are composed of professionals in Customer Care, Customer Fulfillment, Risk, and Compliance. We are looking to train and develop recent college graduates into future business professionals.   You'll start your career in the high growth tech industry, gain invaluable experience in a fast-paced environment, and help us do what the best tech companies do - address real problems and deliver exceptional customer experience.  You’ll become an expert in the payroll, HR and benefits space to help our customers navigate their most complex issues.  We are a team that is recognized as best-in-class in the industry and you’ll have the opportunity to continue to help fuel our success.  We work hard for our customers, but we have fun doing it! The start dates for our recent grad Launch with Gusto program are in June and August of 2018. Here’s what you’ll do: Help us fulfill our mission of allowing business owners focus on what they do best: growing their business. Help our customers through direct interaction, implementation or operations. Have the opportunity to understand how Gusto operates from the ground up and make an immediate impact on the company Solve real problems every day for small business owners and their teams Develop customer communications, operations, and process improvement skills as you work directly with our customers and/or partners, like insurance carriers Here’s what we’re looking for: 2018 University Graduates Extracurricular Activities, Volunteer work, Athletics, Leadership Software-savvy, able to pick up new systems and tools quickly Extra Credit: Exposure to Finance, Business, Econ, Customer Service or a Start-up Environment About Gusto Our customers come from all walks of life and so do we. We hire people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.  Gusto’s mission is to create a world where work empowers a better life. By making complicated, impersonal business tasks simple and personal, Gusto is reimagining HR, payroll, and benefits for over 60,000 companies nationwide. Gusto has offices in San Francisco and Denver and the company’s investors include Google Capital, General Catalyst, Kleiner Perkins Caufield & Byers, as well as the founders of Instagram, Stripe, Nest, PayPal, Yelp, Dropbox, and Eventbrite, among others.