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, United States

Today, over 112 million Americans have access to health spending benefits. And as healthcare costs continue to rise, the individuals and organizations that use and offer health spending benefits will depend on them even more. But if you look behind the curtain of most programs today, you'll find a hodgepodge of legacy tech solutions that create barriers to benefit design and access.

First Dollar is tackling this challenge. We build software tools and APIs that enable organizations to design, launch, and manage FSAs, DC-FSAs, LP-FSAs, LSAs, HRAs, HSAs, rewards, supplementals, and more. We power the “Health Wallet” for all healthcare spending, acting as a single touch point for any consumer healthcare transaction. And in our work, we leverage modern engineering advances and human-centered design principles to offer the most advanced solution on one card, app, and API.

Our team includes educators, entrepreneurs, industry experts, musicians, and technologists. Several of us are new parents, many of us have built exciting things on previous tech teams, and we've all joined together to make offering and using benefits feel effortless. In our daily work, we strive to uphold our values of ownership, relentlessness, inclusivity, simplicity, and authenticity. We’ve been recognized as a Best Place to Work in Austin, Texas, but we have teammates throughout the United States.

Our Customer Support Culture

At First Dollar, Customer Support is a highly collaborative effort between product, engineering, marketing, and customer-facing teams. You will interact with our members and partners, helping them use our Health Wallet and Health Wallet Manager.

We listen, empathize, and take action to get answers to our customer’s questions.
We advocate for our customers; we believe that the people using our products know how to make them better.
We collaborate with our fellow support team members to tackle the natural ebbs and flows of ticket volume, and we support each other to meet our teams’ SLAs.
We partner with security and compliance every step of the way to safeguard our customers' data.

Requirements

As a Customer Support Associate, you will support customers by providing helpful information about our products, answering member and partner questions, processing checks and claims, and responding to complaints. You will be on the front line of support for both members and partners, taking inquiries by phone, chat, and email.

You will be responsible for:

Maintaining a positive, empathetic, and professional attitude toward customers at all times
Taking customer inquiries via different channels and providing helpful answers to their questions and concerns, using the tools available to you
Providing technical support to users by researching and answering questions, troubleshooting problems, and escalating to the next level of support as needed
De-escalating situations involving unhappy customers, offering solutions and support to resolve their issue
Processing member checks, member claims, and other operational tasks as needed
Tracking member complaints and following up on a resolution path
Adhering to the Service Level Agreement (SLAs) specified by the Partner in terms of quality, productivity, metrics, and deadlines
Participating in training and professional development, evolving as the responsibilities of the business and our partnerships change
Adopting a mentality of continuous improvement and taking steps to improve based on coaching. For example, our CS team is constantly looking at ways to optimize our processes for continued productivity.
Fostering positive and professional working relationships with other members of the Customer Support team
Other duties as assigned
This role requires you to be at your desk, ready and available to take calls, chats, and emails during scheduled hours

The ideal candidate has:

1-2 years of experience in customer support or a related role
Has strong written and verbal communication skills
Maintains the ability to remain calm under pressure, especially when a customer is upset
Possesses good organization skills and a strong attention to detail
Has an ability to perform well in a fast-paced working environment
Has a successful track record of problem-solving in customer service/support role
Has the ability to work independently with minimal supervision on a highly productive team
Has the ability to work in a collaborative environment and adapt to changing circumstances
Has high-speed internet (>10 mbps), a quiet workspace free from distractions, and a backup plan for power and internet outages

Bonus points for candidates with the following qualifications:

Bilingual, fluent in Spanish

Benefits

Compensation – Competitive salary and meaningful equity. We take a data-driven approach to our compensation strategy so all employees are paid competitively and equitably.

Tax Advantaged Vehicles – Tax-advantaged vehicles, including a 401(k) plan and a Health Savings Account (HSA) for eligible medical plans. We also provide a generous contribution to the HSA.

Health Benefits – Excellent medical, dental, and vision insurance. We cover 100% of employee medical premiums and 50% of family member medical premiums for employees enrolled in the HDHP. Plus, all employees receive a free One Medical membership.

Work-Life Balance – Progressive policies to support work/life balance, like our flexible paid time off and parental leave program.

Culture – A transparent and supportive culture with a strong values system. We keep employees up-to-date through monthly all-hands meetings, sprint demos, and regular check-ins where we discuss company goals, key updates, and more.

Flexible Office – A beautiful, convenient, and state-of-the-art office in downtown Austin for those who prefer an office setting.

Whenever possible, First Dollar wants to provide our team with the flexibility to work in the location that makes the most sense for them. For those that prefer an office setting, this role may be based in our Austin location. If you prefer to work from your home, we can accommodate that for most positions and locations across the United States.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $35,000 - $45,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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