Join us as a Member Happiness / Support Specialist at a fast-growing, venture-backed remote startup.
Juno is the first collective bargaining group for financial products. Since 2018, we've saved our members millions on their student loans.
We are backed by some of the country's top Venture Capital firms (NFX, GFC, Pear) as well as the founders of SoFi and Earnest. Learn more about us in TechCrunch or Yahoo Finance. It is an exciting time to join the company.
We're fixing an enormous problem (opaque and uncompetitive pricing of financial products) with an innovative, yet simple solution. We use group buying power to get providers to compete with each other and offer the most affordable products to our members.
We’re looking for a CS Associate who can tackle a variety of questions as we expand from student loans into other sectors such as auto loans, test prep, and more. You will be the main point of contact for our members, and help newcomers understand our product and services. The ideal candidate will be a clear and reliable communicator who can understand various perspectives and resolve issues. Additionally, they can make requests to improve the product and experience for our members.
Be the first point of contact and advocate for members
Handle a high volume of member support requests via email, phone and chat using empathy to answer questions and troubleshoot problems
Triage incoming requests, accurately diagnose and elevate bugs to the team, and track satisfaction metrics
Identify trends and inefficiencies to enhance the member experience, communicate them to the team
Reach out to new members via SMS and phone calls to introduce them and educate them about Juno
Articulate, personable, and reliable with great writing skills and email etiquette
Experience working with student loans and the ability to speak to students' questions about the process
CRM/support tool experience in platforms like Zendesk, etc. a plus
We don't care about "how many customer service tickets you resolve in an hour". We encourage you to take the time needed to properly respond to each of our members and be as helpful as possible.
We put our members first. I'm sure many companies preach that, we practice it. For example, if you know of a solution that is a better fit for our members than our products, we encourage you to highlight that for them. For example, if a member should be taking a federal student loan instead of a private student loan, we encourage you to ask them to consider a federal loan. We hope you'll find it refreshing to be able to communicate like a friend with our members.
The range of products, the complexity of each product and the rotation of products are greater than average. Further, the products and services are offered by third-parties (lenders, insurance companies etc.). Therefore, you'll need to be a fast learner and keep a pulse on the differences between the products to ensure you are informed and can be helpful to our members when they have questions. (We'll help you with comprehensive onboarding and the whole team is at your fingertips via slack).
Given the seasonality of the student loan business, we expect you to have other responsibilities outside of your customer success responsibilities based on your strengths and areas of interest.
Fully Remote, with the ability to come to our Boston based office if you like
Compensation range $55-65k
Full time, typically 10am-6pm ET with some flexibility
Unlimited PTO and a separate parental leave policy
Health, dental, vision insurance