About Us At Best Friend Finance, we are revolutionizing the world of finance by providing innovative and user-friendly financial solutions. We believe in empowering individuals to take control of their financial future and make informed decisions.
Role Summary We are seeking new support agents to join our Member Experience team. We're looking for dynamic individuals who embody the essence of startup culture. This is a position that will require heavy time dedication and a consistent passion to push our project forward. As a member of our team, you'll be at the forefront of building something different, exciting, everchanging, and truly remarkable.
We provide unequivocal service and support to our members. They will look to you and rely on you for personalized guidance as they build their financial journey with us; you will be the support they never forget! As for our current team, you'll be welcomed by a close-knit group who have been working together already and is prepared to bring you up to speed so you can hit the ground running.
Responsibilities Support Agent – chats and other customer-facing interactions
Handle customer concerns, complaints, and inquiries Manage customer relations Build customer loyalty and advocacy Document customer interactions Monitor customer satisfaction Member Experience – Intercom flows, performance goals, customer support material
Design customer journeys Understand customer needs and expectations Set and monitor performance goals Implement experience strategy Manage customer support material Reports & Analytics – SLA adherence and performance analysis
Measure and analyze customer feedback Measure and analyze member advisor performance Share feedback and performance reports Product Support – escalation, troubleshooting, innovation, resolution
Investigate and escalate product issues Provide technical assistance to members Contribute innovative resolution strategies Stay up-to-date on product progress and feature releases Assist in customer acquisition strategies and help create effective marketing campaigns Procedure Development & Maintenance
Maintain workspace documentation and information Implement and adhere to policies and procedures Create and analyze procedures; close efficiency gaps Assist in customer acquisition strategies and help create effective marketing campaigns Collaborate; work closely with other departments to support cross-functional teams, projects, and initiatives
Startup energy, mentality and multi-tasking bandwidth Bi-lingual; fluency in both Spanish and English (customers are based in the US, Mexico, and Latin America) Flexible in-office presence and availability Comfortable with customer-facing interactions via chat, phone, and video-call support channels Strong listening comprehension skills Effective and efficient communication skills Ability to work collaboratively in a fast-paced environment Passion for innovation and driving positive change Excellent analytical and problem-solving skills General understanding of the financial services landscape Bonus: experience with Intercom CRM, Slack, and Notion Bonus: experience with financial applications and services, neobanking, and cryptocurrency Bonus: engineering and technical background Do something meaningful; helping people around the world access a safe and transparent financial system Be part of a fast-moving, challenging, and unique opportunity Training: we'll provide an in-depth 2-week training on our company structure, the tools we use, how we use them, and the product we provide so you can best serve our customers Compensation: competitive; based on experience and cultural fit Location: convenient and centrally located office in the Belgrano area of Buenos Aires Nomadic Work Opportunities: enjoy the flexibility of working remotely for 2 months a year Paid Time Off: our policy includes 3 weeks vacation, sick days, company holidays, and bonus anniversary days Parental & Bereavement Leave: paid leave for new parents, including maternity, paternity, and adoption Stability: we are a 5-year project with strong funding