Managing day to day operations for Turtle - Scheduling calls between clients and advisors, managing trackers etc.
Attending to issues faced during the client's lifecycle; addressing member complaints in a compassionate and patient manner
Support members via the in-app chat service, emails, and over the phone throughout the member journey
Resolve both routine and complex inquiries thoroughly and expeditiously, escalating to appropriate teams and individuals as required
Collaborating with the rest of the team on new member-centric initiative
Proactively review the user journey, find and work upon areas of improvement
Guiding members through their journey with Turtle from on-boarding to managing their financial wellness membership
Educating members on our tools and features to enhance adoption and retention
Strive to achieve high member satisfaction by going above and beyond and delivering a 'WOW' member experience every time
Qualification & Skills:
2+ years of experience in operations, customer success/service role
Passionate about solving personal finance-related problems
Excellent written and verbal communication skills and strong command over English language
Collaborative and result-oriented
Structured approach to thinking and execution
Strong sense of service orientation and solution-driven approach
Job Types: Full-time, Permanent