Bilingual Customer Support Associate (Call Center)

Company Overview Promise modernizes how government agencies and utilities support people in financial difficulty. We build technology that makes it simple for residents to receive benefits, engage with assistance programs, set up flexible payment plans, and stay on track—while helping agencies increase efficiency, recover revenue, and deliver services with dignity. Our mission is to transform public systems so they work better for everyone, especially the most vulnerable. Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders. We work hard and believe deeply in what we do. We're looking for excellent people to build innovative, resilient technology. Backed by over $50 million in funding from top investors – such as Reid Hoffman, Howard Schultz, Michael Seibel, Y Combinator, 8VC, The General Partnership, First Round Capital, Kapor Capital, XYZ Ventures, and Bronze Investments – Promise has been recognized as one of Fast Company's "World's Most Innovative Companies of 2022,” “Forbes Next Billion-Dollar Startups 2024,” and Y Combinator’s #1 GovTech startup. ABOUT THE ROLE The Customer Support Associate at Promise is a vital team member, helping individuals manage utilities debt by providing clear, compassionate support. In this role, you will handle client inquiries via phone, email, and text, guiding clients through Promise's services and available financial relief programs. Based in Fairfield, CA, you will thrive in a fast-paced environment, offering clear communication and reliability. Your role is essential in helping clients regain financial stability. WHAT YOU’LL DO - Respond to client inquiries through phone, email, and text, delivering accurate and clear communication. - Assist bilingual clients in English and Spanish to fully utilize Promise's services. - Escalate complex issues to the appropriate teams for swift resolution. - Inform clients about special relief programs and assist them through the application process. - Maintain detailed records of client interactions to ensure consistent, high-quality service. WHAT WILL HELP YOU SUCCEED - Preferred: At least 1 year of experience in a call center or client service role. - Bilingual in English and Spanish to effectively support a diverse client base. - Strong communication skills, dependability, and a positive attitude. - Ability to stay organized while handling multiple inquiries and delivering high client satisfaction. - Availability to work on-site full-time in our Fairfield, CA office. HOW WE SUPPORT OUR PEOPLE At Promise, we invest in our team’s well-being, growth, and sense of ownership. - Equity for All: All full-time employees receive stock options to share in our company’s success. - 100% Paid Health Coverage: We cover 100% of base medical, dental, and vision insurance plans for employees and their dependents. - On-Site Role in Fairfield, CA: Enjoy a focused, supportive environment with access to real-time guidance and resources to help you succeed. Please note: Benefits are reviewed periodically and may be updated at the sole discretion of Promise. Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws. To request a reasonable accommodation, please email accommodations@joinpromise.com. Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens