Customer Experience Specialist

Overview

Job Title: Customer Experience Specialist. Job Type: Hourly – Non-Exempt. Hourly Rate: $25 an hour (40hrs.). Job status: Full time plus Benefits.
Who We Are… Payactiv, a FinTech company in the heart of Silicon Valley, devoted to giving workers access to their earned wages when they need them. Payactiv is the pioneer and industry leader in Earned Wage Access. We are the only Certified B Corporation and Public Benefit Corporation in our industry. Our app provides millions with financial services that help them avoid debt, manage their finances, and regain flexibility to pay for things on their own schedule.
Payactiv is looking for the Customer Experience Specialist (B2C). You will be the frontline connection between PayActiv and our users. In this role, you will deliver exceptional service by addressing inquiries, resolving issues, and ensuring every user has a positive experience with our products and services. Beyond day-to-day support, you will play a key role in amplifying the Voice of the Customer (VoC) by capturing user feedback and insights, as well as contributing to the Voice of the Employee (VoE) by sharing perspectives from the frontline to improve team processes and culture.
What You Will Do

Customer Support & Issue Resolution

Respond promptly to customer inquiries via phone, email, chat, and social media channels.
Provide accurate, complete, and easy-to-understand information using the right tools and resources.
Troubleshoot and resolve user inquiries or issues, escalating when needed to ensure timely solutions.
Follow up with customers to ensure their issues are fully resolved and their experience is positive.
Assist in onboarding new users by guiding them through setup, answering questions, and encouraging product adoption.
Documentation & Record-Keeping

Record detailed and accurate notes of customer interactions, issues, and resolutions in Salesforce.
Maintain comprehensive logs of complaints, requests, and actions taken to ensure visibility and accountability.
Voice of Customer (VoC)

Actively listen for customer feedback during interactions to capture pain points, needs, and opportunities.
Relay VoC insights to product, operations, and leadership teams to inform service and product improvements.
Contribute to user satisfaction surveys and feedback analysis, helping to drive measurable improvements in customer experience.
Voice of Employee (VoE)

Provide candid, constructive feedback on support processes, tools, and training to improve efficiency and job satisfaction.
Advocate for the support team’s needs by highlighting gaps and suggesting solutions.
Participate in team surveys, workshops, and feedback sessions to foster a positive workplace culture.
Continuous Improvement & Collaboration

Suggest improvements to customer support workflows, policies, and knowledge base content.
Stay current on product updates, company policies, and best practices in customer service.
Collaborate with internal teams — including Product, Operations, and Engineering — to ensure seamless resolution of user needs.
What You Need

1–3 years of experience in customer support, client services, or a related field (B2C preferred).
Strong technical aptitude with Salesforce and Google Suite experience preferred.
Experience working with VoC or customer feedback programs is a plus.
Passion for delivering best-in-class customer experiences and contributing to a mission-driven team.
Key Competencies

Empathy: Ability to understand and relate to customer concerns with compassion.
Patience: Staying calm and professional in challenging or high-pressure situations.
Attention to Detail: Ensuring accuracy in documentation, troubleshooting, and communication.
Problem-Solving: Strong analytical skills to quickly diagnose issues and provide effective solutions.
Team Collaboration: Ability to work effectively with others to achieve common goals and deliver outstanding service.
Communication: Clear, confident, and professional verbal and written communication.
Success Indicators

High customer satisfaction (CSAT/NPS) scores and timely resolution rates.
Accurate documentation and adherence to support processes.
Regular, actionable contributions to VoC and VoE initiatives.
Demonstrated growth in product knowledge and support effectiveness.
Positive collaboration with peers and cross-functional teams.
What We Offer

Company sponsored Health, Dental, and Vision insurance
401K, traditional, and Roth with a company match
Tuition Assistance or Tuition Reimbursement
Unlimited Paid Time off
Monthly Gym Reimbursement
Paid time off to volunteer
Paid Family Leave
Complimentary office lunches
Opportunity to grow
Opportunity to work with a great team committed to making a difference.

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