Customer Advocate - Full Time

Job description

At True Link, we are obsessed with making our customers' lives better, safer, and happier every day. As a Customer Advocate, you will quickly become an integral member of our team and a go-to expert on our customers. You will field a variety of inbound phone and written inquiries, teach new and experienced users how to use our products better, and collaborate with teammates to improve our daily operations, all with a goal of delivering superb customer service. If you’ve been looking for a job where your work matters and you get to interact directly with customers, this might be the role for you.

We’re offering a competitive compensation package, great mentorship, lunches and snacks, and the opportunity to work with a high-performing, mission-driven team. This is an in-person, full-time job at our BART-accessible office. We are looking for someone to work a set schedule of 40-45 hours per week, Monday through Friday, or a five-day work week that includes one weekend day per week.

What you’ll do:

  • Provide excellent phone support to our customers
  • Help individuals with unique financial needs navigate important life situations
  • Interact respectfully, clearly, and inquisitively with customers via phone and email
  • Share customer feedback and experiences with the whole team
  • Craft warm, well-written customer communications
  • Help with operational tasks, duties, and projects
  • Proudly represent our company, which is known for providing top-notch customer support
  • Be a detective and problem solver

Who you are:

  • A great communicator – you love talking to people and have excellent listening skills
  • Excited to join a fast-growing company that changes people’s lives for the better
  • Energized by the opportunity to spend time on the phone and converse with our customers
  • Patient and empathetic – you want to understand where people are coming from and help them as much as you can
  • Someone who goes above and beyond to provide the best possible customer support
  • Honest, trustworthy, reliable, and professional
  • Interested in learning from feedback and dedicated to improving your skills
  • Hard-working – you enjoy a challenge, love problem-solving, and excel at pushing projects through the finish line
  • Collaborative – you’re excited to pitch in wherever you can help and eager to create respectful, supportive relationships with your colleagues and customers
  • Adaptive and able to move swiftly from one task to the next, and learn new routines

Why you’ll love us:

  • We love us! True Link has the energy and passion of a startup, combined with the compassion of a mission-driven organization and professionalism of a financial services firm. We truly care about the people we serve.
  • Our customers are not only grateful but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. Our customers and partners love us and we love them back. You can sleep soundly every night knowing you are doing a really wonderful thing by servicing our customers and those around them.
  • We treat each other like we treat our customers: with 100% respect and dignity. Diversity and inclusion are cultural values we take very seriously and we welcome team members of all backgrounds and identities.
  • Our office is dog-friendly, full of snacks, catered lunch, and friendly, caring people.
  • We make financial services fun and fulfilling and we’re really proud of it. You will be, too!

Location: San Francisco, CA


About True Link

We are a mission-driven, venture-backed startup growing quickly into a large financial enterprise. We solve complex, life-changing problems for older adults, who are often neglected by the financial services industry but make up a large and fast-growing percentage of the population.

It is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives, whether it’s our True Link Prepaid Visa Card saving a retiree from losing thousands of dollars of his savings to scams and fraud or our best-in-class Trust Solutions platform helping a guardian manage her client’s disbursements and long-term spending plan.

If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our San Francisco-based team. (TL DR: No bozos, no jerks.)

Click here to view all open positions. 

The Perks

  • Competitive salary
  • Early-stage equity
  • Medical, dental, and vision coverage
  • Free catered lunch
  • Annual team retreat and fun team outings
  • Parent-friendly
  • Flexible hours and great vacation benefits
  • Nap room and stocked kitchen
  • Flat org structure
  • Dog-friendly office!