Sr. Customer Support Representative Full Time NEW

About the job:

Sr. Customer Service Representative

Company: Nibbles PBC

Location: Remote USA

Job Type: Full-Time (some weekend support required)

Experience Level: 4+ years

Salary Range: $49, 000 – $61,000 annually, depending on experience

Who We Are

Nibbles is an innovative fintech company with a mission to make comprehensive pet wellness accessible and affordable for millions of pet parents nationwide. Nibbles is not just another pet insurance company, but rather pioneering a new approach that combines financial technology with a deep understanding of the needs of modern pet parents. 

Founded by seasoned entrepreneurs with proven track records building successful tech companies, Nibbles is a first of its kind solution that addresses the high cost and complexity of pet wellness. It does this through its innovative credit card that unlocks a suite of valuable benefits, including free pet insurance, automated claims processing, generous rewards on pet-related spending, centralized pet health management tools and other exclusive member perks. Nibbles’ included pet insurance policy provides the same coverage as more costly competitor quotes, all for free with card membership. This model solves the primary barriers to pet insurance adoption – cost, complexity, and awareness.

Nibbles is building the go-to platform for pet parents who want to provide the best possible life for their furry family members. Join Nibbles as it redefines pet wellness and builds a brighter future for pets and their people!

Job Summary

We are seeking a dedicated and experienced Customer Service Representative to join our team. The ideal candidate will be the primary point of contact for our valued customers, providing exceptional support across phone, email, and live chat channels. This role requires a professional, empathetic problem-solver with a proven track record of handling complex issues and contributing to a positive customer experience.

Key Responsibilities

• Respond promptly, professionally, and accurately to a high volume of customer inquiries and concerns via phone, email, and live chat.
• Identify and assess customer needs to achieve satisfaction and provide appropriate solutions and alternatives within established time limits.
• Troubleshoot product/service issues and guide customers through solutions, escalating complex or unresolved complaints to senior team members or other departments when necessary.
• Maintain accurate and detailed records of all customer interactions and transactions in the CRM system.
• Develop and maintain expert-level knowledge of the company’s products, services, and policies to provide accurate information.
• Follow up with customers to ensure their issues have been resolved satisfactorily and to gather feedback.
• Proactively identify opportunities for process improvements and share insights with the team and management.
• Collaborate with team members and other departments to ensure a seamless customer experience.

Required Skills and Qualifications

• Proven customer service experience of 3+ years, preferably in a call center or multi-channel support environment.
• Experience in working with a Fintech, Credit Card or Financial Services company.
• Excellent communication skills, both verbal and written, with strong active listening and interpersonal abilities.
• Strong problem-solving and conflict-resolution skills, with the ability to remain calm and professional in high-pressure situations.
• Proficiency in using customer relationship management (CRM) software and other relevant computer systems/apps (e.g., MS Office).
• Ability to multitask, manage time effectively, and prioritize workload in a fast-paced environment.
• Experience in working with a Startup is a plus
• Associate’s or Bachelor’s degree.
• Flexibility to work in shifts, including some weekend support, as required by business needs.

Benefits

• Comprehensive medical, dental, and vision coverage for employees and dependents.
• Unlimited time off in addition to paid company holidays
• Fully remote position with competitive salary