Credit Karma is hiring a

Senior Member Support Specialist

Charlotte, United States
Full-Time
The qualified Senior Member Support Specialist is a part of Credit Karma’s Member Support Team and will be located in our Charlotte North Carolina office.  This team player provides escalated application support and will be dedicated to resolving complex and/or priority member support issues. Performance is determined by our member experience and is measured by the ability to provide quality solutions, partnership with stakeholders, customer satisfaction, and other metrics as appropriate. Excellent written and communication skills are necessary as well as being adaptable to organizational initiatives and priorities.

What You Get To Do:

  • Develop a strong knowledge and understanding of Credit Karma verticals, services and products to provide consistently excellent support to our members
  • Respond to member requests via email, live chats, social channels and/or phone support
  • Gather feedback and communicate key user issues and trends as appropriate
  • Effectively communicate issue resolutions or updates to internal and external stakeholders
  • Assist in creating and maintaining Credit Karma’s knowledgebase and Help Center articles to ensure relevancy and develop robust internal and member-facing resources
  • Resource for front-line service center support teams to ensure that escalations are handled appropriately and in an efficient manner
  • Provide visibility into opportunities to improve member or team experience Partner with Software Developers and Product Specialists to identify and prioritize issues/feature requests and document issues within JIRA
  • Conduct product research in order to provide members with applicable solutions
  • Thrive in high-pressure, highly charged and dynamic environments (usually December-May) but also is comfortable leveraging year-round training and professional development to effectively support all Credit Karma products
  • Other assigned tasks/projects as needed in an ever-evolving role

Our Ideal Candidate:

  • 1-3 years of member support/customer service experience, financial institution preferred, tax preparation or CPA experience a plus
  • Excellent customer service skills with a dynamic personality and member-focused approach who rejoices in team success
  • Experience using a ticketing platform like Zendesk, Salesforce, etc. strongly preferred
  • Effective and assertive communicator (written and verbal)Methodical, highly organized and detail oriented, working with a high level of accuracy
  • Must be flexible and adaptable to work in a rapidly evolving environment

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