Customer Experience Advocate

Company 

Credit Genie is a mobile-first financial wellness platform designed to help individuals take control of their financial future. We leverage artificial intelligence to provide personalized insights and are building a financial ecosystem by offering tools and services that provide instant access to cash, and building credit. Our goal is to empower every customer to achieve long-term financial stability.

Founded in 2019 by Ed Harycki, former Swift Capital Founder (acquired by PayPal in 2017). Backed by Khosla Ventures and led by industry pioneers from companies such as; PayPal, Square, and Cash App, we are well positioned to build the future of inclusive finance through cutting-edge technology and customer-centric solutions.

Role Overview

As a Customer Experience Advocate at Credit Genie, you will serve as a primary point of contact for customers seeking support across our products and services. You will be responsible for delivering accurate, empathetic, and compliant customer support while adhering to established workflows, policies, and service-level expectations.

This role plays a critical part in maintaining customer trust and ensuring a consistent, high-quality experience. The successful candidate will demonstrate strong communication skills, sound judgment, and the ability to navigate multiple systems while operating in a regulated financial services environment.

What You’ll Do

Customer Support & Issue Resolution

• Respond to customer inquiries ensuring prompt, professional, and empathetic support leveraging approved communication templates and frameworks.

• Troubleshoot and resolve common issues related to account access, product usage, eligibility, and transactions.

• Adhere to internal SLA targets for response and resolution times while maintaining high quality standards.

• Escalate complex, sensitive, or unresolved issues to senior agents or leadership with clear documentation and recommendations.

Customer Experience & Process Adherence

• Follow established workflows and standard operating procedures (SOPs) to ensure consistent, accurate, and compliant customer handling.

• Maintain accurate and complete records in the CRM tool (Zendesk), ensuring all cases are properly categorized, documented, and resolved.

• Identify recurring customer pain points, trends, and process gaps, and communicate findings to leadership and cross-functional partners.

• Uphold Credit Genie’s tone, brand voice, and customer-first philosophy in every customer interaction.

Team Collaboration & Growth

• Partner with peers and senior agents to share best practices and maintain consistent service quality across the team.

• Participate in training sessions, calibration meetings, quality reviews, and process updates.

• Contribute ideas to improve operational efficiency, customer satisfaction, and workflow automation.

Operational & Compliance Excellence

• Ensure all customer communications and actions adhere to company policies, regulatory requirements, and data privacy standards.

• Support testing, rollout, and feedback efforts for new features, tools, or workflow updates that impact customer interactions.

Qualifications

• Bachelor’s degree from an accredited institution required.

• 1–3 years of experience in customer service, contact center operations, or a related customer support role.

• Demonstrated ability to provide professional, empathetic, and accurate customer support in a fast-paced environment.

• Strong written and verbal communication skills with the ability to clearly explain information and resolve issues.

• Experience working with CRM or ticketing systems; Zendesk experience preferred.

• Strong organizational and time management skills with the ability to manage multiple cases simultaneously while meeting service level expectations.

• Comfort navigating multiple systems and tools concurrently, including internal platforms and standard productivity tools (e.g., Google Workspace or Microsoft Office).

• High attention to detail and the ability to follow established workflows, policies, and procedures.

• Ability to handle sensitive customer and financial information with discr