Member Experience Advisor

hace 7 meses


Buenos Aires, Argentina Best Friend Finance A tiempo completo

**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 Advisors 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.

Our Advisors 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 Advisor they never forget As for our current team, you'll be welcomed by a close-knit group of Advisors who have already been sprinting together and are ready to bring you up to speed so you can hit the ground running.

**Responsibilities**

Member Advisor - chats and 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

**Requirements**:

- Startup energy and mentality
- 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: engineering and technical background

**Benefits**
- 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



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