Our Company:
Sezzle is a cutting-edge fintech company whose mission is to financially empower young consumers. Only one in three millennials own a credit card, and the vast majority of millennials possess a subprime credit score or no score at all. To address these problems, Sezzle has built a payment platform that increases purchasing power for consumers by offering interest-free installment plans at online stores. This increase in purchasing power for consumers leads to increased sales and basket sizes for the thousands of eCommerce merchants that currently work with Sezzle.

Why Working at Sezzle is Awesome:
At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators; we are skilled musicians, yogis, cyclists, chefs, golfers, dog lovers, and rock climbers. We believe in surrounding ourselves with not only the best and the brightest individuals, but those that are unique and purpose-driven in all that they do. Sezzle recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting our mission.
Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire.

About the Position:
The Shopper Support Agent is the first line of assistance for our Tier 1 Support Agents. You’ll ensure that your team is fully supported by acting as an escalation point and a product expert. By answering agent questions in real-time and through escalation channels, you’ll ensure that even the most complex and challenging of issues are resolved in a timely manner.

Key Role Responsibilities:
● Fielding escalated tickets sent up by agents through ticket escalation channels.
● Taking over escalated phone calls or chats when a supervisor is requested, or
when the agent is requesting assistance
● Monitoring our live helpline channel to assist with questions posed by team
members
● Maintaining adherence to agreed-upon response times for escalated issues
● Identifying and raising signals for potential widespread bugs or issues in the
product Ideal
 

Skills & Experience:
● At least 3 years of experience handling complex customer support issues
● Approachable and empathetic to both agents and customers
● Ability to communicate quickly and effectively

● Experience in a startup or (Fin)Tech environment
● Zendesk ticketing system experience
● FinTech knowledge/experience

About You:
● You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.
● You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things.
● You have a bias for action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.
● You earn trust - you listen attentively, speak candidly, and treat others respectfully.
● You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly.
● You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle.

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