Customer Care Associate

Hi, we're Brigit! A holistic financial health company helping everyday Americans build a brighter financial future. With a business model that is aligned with our customers, we create transparent, fair, and simple financial products that put money back in the hands of our members, help them spend wisely, avoid unfair fees and build their credit quickly. If autonomy, ownership, and having meaningful input at the company you work for is important to you, come join our growing team! Brigit is doing innovative and exciting work, but don’t just take our word for it, our work is being recognized by others: - Built In's 2026 Best Midsize Companies to Work For in New York City https://builtin.com/awards/new-york-city/2026/best-midsize-places-to-work#brigit - Built In's 2025 Best Places to Work For In New York City https://builtin.com/awards/new-york-city/2025/best-places-to-work#brigit - Built In’s 2024 & 2025 Best Startups to Work For In the U.S. https://builtin.com/awards/us/2025/best-startup-places-to-work#brigit - Built In’s 2023 - 2025 Best Startups to Work For In New York City https://builtin.com/awards/new-york-city/2025/best-startup-places-to-work#brigit - Fast Company’s Most Innovative Companies of 2022 https://www.fastcompany.com/90724459/most-innovative-companies-personal-finance-2022 - Business Insider’s Most Promising Consumer Startups 2022 https://www.businessinsider.com/most-promising-consumer-tech-startups-of-2022-8#brigit-a-automated-money-lender-5 - Forbes Fintech 50 2022 https://www.forbes.com/sites/isabelcontreras/2022/06/07/the-future-of-personal-finance-fintech-50-2022/?sh=1fbbd36d5235 Role overview As a Customer Care Associate, you will be joining a team of passionate agents responsible for all basic tasks of Customer Care. As the front line to our customers, your primary goal will be to handle all customer interactions with empathy, spot trends in customer issues and escalate to other departments in a manner that is consistent with our brand and our values. What you’ll be doing - Respond to emails and live chats (goal is 200/tickets a day, depending on volume) - Learn and be an expert in all the issues/situations our users need assistance with - Be on the lookout for issues reported by customers and create Jira tickets for other departments to review/resolve - Feel comfortable in escalating tickets as required and follow through to resolution - Acknowledge all feedback given from management regarding QA, attitude, or performance reviews - Escalation of all BBB threats, CFPB threats, FTC threats, legal matters and other high pressing issues to Management What you have - High School Degree or Bachelor's Degree - Experience working with Zendesk - 2+ years of supporting customers through digital channels, including email and live chat - Passion for helping people and providing incredible customer care - Ability to work in a fast-paced work environment and thrive in ambiguity. - Can handle a large volume of email inquires and solving customer questions in a timely manner - Empathy and problem solving skills - Ability to work independently while remaining highly collaborative with the broader team - Efficient and clear communication skills to resolve difficult customer issues - Strong ability to spot trends or problems and creatively find solutions - Professional response to negative feedback or user interactions Location & Schedule - This is a hybrid role, based out of our NYC office. - Required to be in office 2x a week. Weekend day will be at home - This person will work a Sunday-Thursday schedule. Please note, one weekend day is required. - This role is eligible for overtime hours. Our Benefits & Team - Medical, dental, and vision insurance - Flexible PTO Policy - 401k plan - Paid Parental Leave - Physical and mental wellbeing benefits including Wellhub for access to virtual workouts and discounted gym memberships, and Headspace for covered virtual therapy sessions and unlimited on demand health support - Monthly