Customer Success Manager at Cushion

San Francisco · Full Time

Cushion is on a mission to democratize access to financial help - not just advice. We’re paving a new tech-forward path in the consumer finance space to build a platform that can eventually manage a person’s day-to-day finances for them.
Our first product is a bot that negotiates bank fees and interest charges on behalf of consumers - a $200 Billion problem in the U.S. each year.

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Job Description

At Cushion, we're building a new kind of FinTech company that leverages data and technology to manage people's finances for them - instead of just giving them advice.

We're growing quickly and looking to hire a smart proactive problem-solver to be the face of Cushion with our customers.

This person's role is to set our users up for success and make sure that they have a great experience.

Key responsibilities:
- Respond to all inbound user questions and concerns
- Proactively identify users who may be stuck in the flow and help them get back on track
- Reach out to users who are not engaged and nudge them along
- Report product bugs to the engineering team
- Encourage users to share their results on Twitter/Facebook and with their friends
- Collect user feedback and share it with the team
- Optimize Cushion's customer support process
- Recommend updates/improvements to Cushion's internal tools
- Evaluate customer support vendors

Our ideal candidate:
- Is very hard working (just like the rest of us) and hungry to prove themselves
- Has excellent communication skills (written and verbal)
- Has excellent excel skills
- Is very amicable and has a pleasant demeanor
- Is curious in nature and constantly looking for ways to optimize/improve things
- Can remain calm when facing stressful situations

- Prior customer support experience
- Some level of SQL experience
- Familiarity with marketing tools like Kickoff Labs, TypeForm, AutoPilot, MailChimp

This is a tremendous opportunity for someone ambitious who wants to do high-impact work, and learn a ton, in a fast-paced early stage startup environment.

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What We're Building

Cushion helps consumers in the U.S. fix and avoid financial mistakes by doing the work for them.

Their first service is a bot that negotiates with banks, on your behalf, to recoup money wasted on bank fees or credit card interest charges. This is a $200 Billion problem affecting over 100 Million people in the U.S. each year.

In the future, Cushion aims to prevent fees before they occur and actively help consumers achieve their financial goals.

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Cushion Team

Paul Kesserwani
Founder & CEO @Cushion • Former Revenue Ops & API Product Manager @Twitter • Technical Founder • Startup Advisor
Lauralynn Stubler
Growth Marketer for startups. ⚔ Destroyer of Friction, Churn Slayer, Lover of Hustle ⚔
Sourabh Desai
Full-Stack Software Engineer. Recently graduated with a BS in Computer Science from the University of Illinois at Urbana-Champaign
Ivan Balepin
I build things & help early-stage teams with tech and funding. I helped build successful fintech and security startups, including an early Twitter acquisition.

Cushion Investors

Jake Gibson
Investing in emerging tech, where software & hardware have yet to eat the world. Co-founder @NerdWallet
Shariq Rizvi
Past: @Twitter Ads, Dasient Co-founder (acq. by $TWTR), Netsil Co-founder (acq. by $NTNX), Google, UC Berkeley, IIT Bombay
Samuel Hodges
Co-founder of @Funding Circle USA ; was VP of BD at @SecondMarket. Active investor in fintech, health tech, real estate tech and marketplace/network businesses.
Jeremiah Anderson
Sales Manager @Twitter, Father of an amazing son and daughter, Love surfing, basketball and just being in the sun.
Anamitra Banerji
partner at afore capital. formerly partner foundation capital. first pm and started @Twitter ads. product at overture, @Yahoo.
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