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Lead Registered Customer Experience Representative

$60k – $80k • 0.01% – 0.1%
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We’re committed to providing an outstanding user experience. In your role as the Lead Registered Customer Experience Representative, you will 1) build out our user experience team, 2) establish user experience processes and training, 3) be empowered to creatively and memorably help our users with some of their most complex issues, 4) be the voice of our brand and product, and 5) advocate for our users and help use your user insights to improve the product and marketing.

Your work will focus on equities trading experienced by our fast-growing users. But your job isn’t simply to help solve our users’ issues and make them feel valued - it’s to be the relatable, empathetic voice of our brand and a strong user advocate that will help us learn from each interaction and improve our product, brand and marketing so user experience is as seamless and easy as possible.

You will solve user issues efficiently and effectively with your exceptional empathy and deep product expertise - and work to make sure that these issues never arise again through sustainable solutions in the product, marketing, etc.

You’ll have a growth mindset and can-do attitude. See an opportunity to improve user trust at scale, or your own team’s efficiency? Self-starters who spot and solve problems thrive here.

You'll respond to various inquiries from our users using many mediums and will be expected to increase loyalty with every interaction.

You will:

Build out our user experience team

- Hire, train, manage a team of people as we grow. Establish scalable org structure and develop high performing team members.
- Drive efficiency such as productivity, quality and utilization of team. Establish metrics to measure user satisfaction, operation effectiveness, and service levels.
- Set up closed loop feedback and processes to prioritize and influence product & tool needs to Product / Engineering
- Provide clear and compelling vision for CX role
- Establish user experience processes and training for new hires, and work with a recruiter to develop a hiring strategy for the team

Deliver an outstanding user experience

- Solve user issues efficiently and effectively with empathy and creativity - users should walk away with the interactions excited to share more about Passfolio with their friends!
- Maintain a friendly, empathetic brand voice in your interactions with users
- Communicate with users using email, chat and phone channels
- Influence user happiness and loyalty metrics

Drive continuous improvement to delight users

- Act as the voice of the user by identifying and communicating user pain points or opportunities to the product and engineering organization
- Creatively discover ways to improve productivity for the User Experience team
- Proactively identify ways to avoid recurrence of user contacts by recommending changes to improve processes and knowledge articles
- Research and resolution of our most complex issues

Grow your financial services expertise

- Develop deep subject mastery of complex financial concepts like Equities Trading
- Develop policies and processes for user scenarios and translate them into outstanding user interactions
- Be able to translate these complex financial concepts into very simple, easy to understand explanations a 4th grader could understand


- Business-level fluency in English and Portuguese
- Bachelor’s Degree from an accredited institution
- FINRA SIE, Series 7 and ideally Series 24 Licenses (a 63 if you're in New York)
- 2+ years experience in a support/service role for a financial services company
- Deep experience with financial services and the stock market
- Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
- Strong written and verbal communication skills
- Attention to detail and strong analytical skills
- Must be able to act independently and be self-motivated
- The ability to quickly and creatively defuse user anxiety through exceptional user service skills

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