Bilingual (Spanish/English) Member Support Specialist

  • Credit Karma
  • San Francisco, CA, USA
  • Mar 25, 2022
Full time Marketing

Job Description

We are seeking a full-time bilingual (Spanish/English) Member Support Specialist who will serve as a support resource and escalation point for Credit Karma products and services. The ideal candidate is detail oriented, tech-savvy, client-focused and will take ownership of small tasks and big projects with the same positive attitude. You will be responsible for handling Member Support interactions, root cause analysis of member issues, and improving internal processes to deliver a beautiful member experience. In supporting our Spanish members, you will continually identify opportunities for improvements, while focusing on delivering excellent member support. This position is ideal for a customer service professional looking for a rewarding environment to share their experience or for an intelligent and motivated individual looking to expand their career options. You will consistently model the behaviors to influence organizational excellence as well as team performance.

Traits critical to success at Credit Karma

  • Thrive in a fast-paced environment
  • Flexible and adapts to dynamic business needs
  • Excited to see a business with a startup mentality grow into something greater
  • Highly motivated by your own personal and career goals
  • Committed to company success

What the job entails

  • Drive service level attainment of assigned tickets to organizational standards
  • Perform root cause analysis of assigned tickets
  • Deliver structured, quantified data to effectively prioritize with Product and Engineering
  • Effectively engage internal stakeholders to deliver beautiful member experience
  • Create localized content for Help Center and knowledge base
  • Requires the ability to work some weekends (from home) after four months of employment
  • Manage small to medium projects to improve customer experience
  • Support our Spanish-speaking Member community

Our ideal candidate

  • Has 1-3 years of customer support/service experience in a consumer or fintech company
  • Bachelor's degree preferred
  • Proven experience in resolving complex customer issue
  • Can influence prioritization of member issues with Product/Engineering teams using structured and quantified data● Is methodical, highly organized, and detail oriented
  • Has a strong bias to action and is passionate about member success
  • Has experience with industry-standard case management tools, bug tracking tools (JIRA highly preferred), and data analytics to perform day-to-day support and prioritization
  • Is an effective and assertive communicator in English and Spanish (written and verbal)