What are the responsibilities and job description for the Support Operations Specialist position at Digit?
The Challenge
At Digit, we are on a mission to make financial health effortless for everyone. We are building the world’s first intelligent bank account to help millions of American consumers become financially healthy. Our challenge is clear: managing personal finances is hard. As of 2019, 70% of Americans struggle with at least one aspect of financial stability and over 40% don’t have $400 in their savings account. We believe automation is our path to delivering our mission, and we are working towards it every day.
We have a collaborative, diverse, and supportive culture and we look for people who are curious, ambitious, and mission-driven. If you're passionate about making an impact and helping real people every day we're excited to meet you!
The Role
A Support Operations Specialist at Digit’s primary purpose is to support the Digit customer service team in their efforts to provide efficient and high quality service to our members. Following the Support Operations charter, a Support Operations Specialist is responsible for cross functional partnerships ensuring Digit’s CS team is prepared for new business initiatives as well as representing the Voice of the Customer back to the business. Support Operations Specialists also manage our operations-related emails (bank outages and other incidents), partner with engineering and offer guidance to the broad CS org as relates to bugs and site outages. This role reports to our Head of Support and can be located anywhere in the US.
What You'll Do:
- You’ll work with Digit’s external partners to ensure smooth customer experiences
- You’ll be a key cross functional liaison to ensure Digit’s CS team are prepped and ready to support new features and product iterations
- Support the Digit Customer Support team by
- Creating playbooks for the CS team to respond to ongoing bugs or site outages
- Working with the Digit product team to reduce overall inbound support requests through product changes
- Working with Support Leads to ensure Digit email macros and knowledge base articles are high quality
- Ensure all CS training materials related to the products you rep are in great shape and delivered on time
- Partner with product & engineering to shepherd customer issues and bugs through our internal flows
- Manage support tickets that get escalated to Incident-level
- Manage the Support Ops email queue
- Manage tickets related to site outages in bulk
- Manage tickets related to bank connection issues in bulk
- Advocate for Digit's customers as it relates to Digit's bank integrations and bank integration partners
Who You Are:
- Three years technical customer support experience
- Experience working at startups and comfort with a rapid pace of change
- You have fintech or neobank experience
- Strong business acumen
- Demonstrable experience in cross-functional partnership
- Equal parts curious, creative, and technical
- Strong organization and project management skills
- Able to communicate technical details in a non-technical manner both in writing and in person
Who We Are:
We want to eliminate the stress and anxiety people feel about their finances so they can focus on what’s most important in their lives. We first mastered saving for near-term goals, helping members automatically save over $6 billion. Today, we are harnessing machine learning technology to give our members the first intelligent bank account that manages all of their personal finances.
We’re committed to doing the best work of our lives together. Come see if Digit is right for you.
What We Offer You:
- Competitive salary and RSUs
- 100% paid medical, dental, & vision benefits
- 100% paid life & disability insurance
- Fertility reimbursement
- Daily lunch stipend
- Internet, commuter, and wellness benefits
- Take what you need PTO policy
- 401k plan
- Flexible, hybrid work environment
Digit is a proud equal opportunity employer and we believe that a diverse and inclusive workforce is an imperative. We welcome people of different backgrounds, genders, races, ethnicities, abilities, sexual orientations, and perspectives. We don’t discriminate based upon any protected class and we encourage candidates of all identities and backgrounds to apply. Digit considers qualified applicants regardless of criminal histories in accordance with the San Francisco Fair Chance Ordinance.
Digit is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at recruiting@digit.co.
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