This contract-to-hire role supports OfferUp, and you will be employed through a partner agency. This role is not an employee of OfferUp and, therefore, will not be eligible for OfferUp benefits. You will receive all benefits and pay through the partner agency.
PAY RANGE: $32.56/hr
Benefits via our partner agency: In addition to the hourly rate, this role is eligible for the following benefits through the partner agency: Medical insurance, 401K, sick leave, and employee assistance program. You will have the opportunity to choose your specific benefits coverage depending on your personal and family needs, including, but not limited to dental/vision, pet, and legal insurance. You will receive 8 paid holidays as well as appropriate paid-time off depending on which benefits coverage you select from the partner agency.
About the roleWe are seeking a data-driven, highly motivated, and organized customer support agent with experience in customer service, executive escalations, payment processing, and fraud investigations.
What you will love about this role:

• This role is empowered. From the tools at hand to resolve complex internal and external customer inquiries to being the voice for change in the organization and in the product.
• We are a team that embraces new tasks, documents the workflow to perform those tasks or resolve the issues, and then migrates the work to other operational teams.
• Variety! From Executive escalations to Fraud investigations and everything in between.

Here's more of what you will get to do:

• Work escalated tickets from internal and external teams using Zendesk.
• Perform a variety of investigation types to identify and resolve complex account issues using Stripe.
• Work independently and with a sense of urgency to meet KPIs.
• Use independent and autonomous decision-making to resolve high-value, brand-defining escalations that may require resolutions outside of established policies.
• Prepare timely, detailed and factual data reports on trends and then drive changes to improve the customer experience.
• Provide feedback on gaps in current processes with appropriate mitigation solutions.
• Collaborate and develop cross-functional partnerships with internal and external teams.

You'll thrive in this role if you have:

• 3 years in a customer-facing role managing relationships, providing solutions, and guidance.
• 3 years of conducting end-to-end investigations with payments, banking, e-commerce, and fraud.
• Technology savvy, demonstrated ability to learn new software and systems quickly
• Experience in launching new products and features in the App or tech space
• Excellent interpersonal skills with the ability to communicate complex issues clearly
• Demonstrated ability to quickly analyze data, find patterns, and make accurate decisions with little guidance
• Ability to thrive and be adaptable in an ever-changing environment and take personal ownership of projects and tasks
• Ability to work one weekend day (remotely), holidays and extended shifts, as needed
• Ability to use sound judgment to make decisions in a timely manner with incomplete or ambiguous information
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
• Ability to maintain a high level of confidentiality and data security standards
• Seeks out efficiencies and proactively provides solutions to complex problems.