Customer Experience Associate

THE ROLE

Mission

Origin is seeking a Part-Time Customer Experience Associate to join our team and work closely with our global network of users and Financial Planners to ensure a seamless and positive experience. As a valuable member of our Customer Experience team you will play a crucial role in supporting our customers through product changes company launches and their day-to-day interactions with our platform.

The ideal candidate is someone who is customer-obsessed thrives in a fast-paced environment and aspires to advance their career in the tech industry. This role reports directly to our CX Support Manager and while the working hours may vary depending on the time of year and launch schedule it primarily involves peak hours during weekdays and one weekend shift all from the comfort of your home. The position will include flexible hours and will maintain a remote-first work environment.

This is a part-time position with the intention to transition into a full-time role as the company expands. As Origin experiences growth there is an opportunity for the successful candidate to evolve with the organization taking on additional responsibilities and contributing to the development of our customer experience initiatives. This role provides a unique pathway for career progression within the company making it an ideal opportunity for individuals seeking both flexibility and long-term professional development in the tech industry.

Responsibilities

• Provide exceptional email chat and phone support to our members and planners nurturing long-lasting relationships.

• Ensure adherence to our Service Level Agreements (SLAs) for response times and customer satisfaction.

• Proactively identify trends and issues to enhance the user experience.

• Go above and beyond to deliver a world-class customer experience by meeting and exceeding user needs

• Develop a deep understanding of our products to offer informed support and advice.

• Gather customer feedback to inform product improvements and customer experience strategies.

Must Have

• At least 2-3 years of experience in a support or customer-facing role

• Strong verbal and written communication skills

• Passion for helping people and a positive can-do attitude

• Technical Proficiency: Comfortable with SaaS platforms and fintech applications.

• Problem-Solving: Ability to diagnose and resolve customer issues effectively.

• Education: Bachelor's degree or equivalent experience in business finance or related fields.

Nice to Have

• Experience using systems specifically Zendesk

• Experience with start-ups

• Experience working with contractors

Eligibility Requirements

• Candidates must be legally authorized to work in the United States.

• Origin does not sponsor visas.

WHAT WE OFFER

Financial Benefits:

• Generous base salary

• Meaningful equity package

• Retirement 401k for USA-based Originals

Healthcare and wellness programs:

• Healthcare

• Wellness stipend

• Mental wellness program

• Unlimited access to financial planning

• Life insurance for USA-based Originals

Work-life balance:

• Unlimited DPTO

• Remote-first culture

• Flexible hours (Core hours: 9 AM to 5 PM local time)

• Paid Parental Leave

ORIGINALS

Fulfilling our mission is only possible with a diverse team that breathes for excellence and is hugely committed to making money simple for everyone everywhere.

As a team we are obsessed with delivering the best solution possible to our members through an elegant and self-guided experience. We know that building a product of this magnitude requires from us tons of creativity autonomy and flexibility to move fast and embrace uncertainties with ownership. This is who we daily pursue to be!

To embrace talented people like this and provide the necessary resources to achieve their best versions we believe in the power of a healthy environment where each person is valued for who they are and have clear goals and expectations for the future they can build within the company. Each person here is seen as a key player in our team.

Our environment is diverse with excellent people and equal opportunities. We believe in the power of the individuality and uniqueness of each of us to make our team even more powerful.

We are building an outstanding solution and here is an invitation for you to become an Original and join us on this journey!