Happiness Ally (Customer Support Intern)

Job description

About Us

AdvicePay is a billing and payment processing platform that enables financial advisors to shift their focus toward giving advice to people still building wealth, instead of only those who already have it. Historically, financial planning advice was only available to the affluent, who could afford to pay a financial advisor’s fees directly from their portfolios. We set out to change that, as we believe personal financial planning advice should be available to all. In doing so, we’ve become the very first and only technology solution created specifically for fee-for-service financial planning.

We are headquartered in Bozeman, Montana (and recently re-opened our office with safety protocols in place, though most of our team continues to work from home due to COVID-19). Our sister company, XY Planning Network, was nationally recognized as one of The 346 Best Places to Work in 2019 by Inc. magazine and by the 2019 InvestmentNews Excellence in Diversity & Inclusion Awards. And since we work in the same office and have the same awesome benefits and core values, we like to say “we basically won too!”


You’ll love working here if you value - and want to contribute to - a positive, inclusive, innovative, and “Get Sh*t Done” culture where teammates help one another succeed and are committed to doing the right thing. If you're up for the challenge of disrupting an industry, join us.


About the Platform

Users of AdvicePay are financial advisors who use our platform to get paid by their clients for fee-for-service financial planning. Advisors can issue agreements for client e-signature, accept ACH and credit cards, bill hourly or one-time fees, and establish recurring subscription payments while remaining fully compliant with current industry regulations.


About the Position

Our Happiness Allies are the primary point-of-contact for our amazing users and their clients. This is a part-time position for a conscientious and kind individual with a passion for summoning smiles and delivering thoughtful help. You'll delight our users with prompt, thorough, and heart-warming support they can't help but tell their peers about!

Your primary responsibilities will include answering product and billing-related questions, tracking feature requests and following up with users once they’re released, and investigating and reporting bugs. You’ll learn what it takes to provide a seriously stellar customer experience in the Software as a Service (SaaS) industry as you tackle projects that challenge your mind and put your critical thinking skills to the test, learn from and build lasting connections with a variety of professionals, and have one heckuva time in the process.

We’re excited about you because your strong writing skills, sincere empathy, and smart approach to service will create happy AdvicePay enthusiasts who fully embrace the platform and its awesome features. If this fires you up, we can’t wait to meet you!


What You’ll Be Doing

  • Becoming an AdvicePay extraordinaire. You’ll know the app so well, you may even have dreams about it!

  • Swiftly replying to customer emails with well-written, generous, authentic responses via our help desk software (Help Scout) -- as well as placing the occasional phone call to users who need a little extra human touch

  • Investigating and resolving both basic and complex support issues in a simple, straightforward way

  • Troubleshooting and clearly reporting bugs to developers

  • Tracking our customer’s feature requests. AdvicePay is built for them after all!

  • Recording brief tutorial videos for customer emails when helpful

  • Summarizing support questions, complaints, compliments, and metrics for team meetings as needed

  • Spreading the love to teammates by faithfully documenting troubleshooting steps + work processes so we can learn from -- and follow! -- them

  • Conquering other department or company-related projects and tasks as needed


The Deets

  • Start Date: Immediately
  • Status: Part Time -- 7:00 am - 11:00 am MT or 8:00 am - 12:00 pm MT, Monday through Friday. (Future scheduling may be adjusted based on team needs and peak support hours. College students are encouraged to apply!)
  • Location: Bozeman, MT or Remote
  • Department: Customer Experience
  • Reports to: Manager of Customer Experience
  • Direct Reports: None


Compensation & Benefits

  • Salary: $20/hr

  • Company-owned laptop provided

  • Please see our Dream Team Handbook to learn more about our company, core values, and policies! Please note that most benefits are available to full-time/regular Team Members who work at least 30 hours/week.

Requirements

What You’ll Bring to the Table

  • Superpowers in communicating with positivity and precision via the written word: you can write instructions in a simple and clear way, “speak” with warmth and humility, and typos are definitely one of your biggest pet peeves

  • Detective-level reading, analyzing, and sleuthing skills -- so that customer issues are understood, diagnosed, and answered correctly the first time

  • Your humble, friendly self -- with a smile so big they can feel it through your emails!

  • A bottomless well of patience and empathy (but not a doormat)

  • Skill in anticipating possible next questions that people have, so that our hard-working customers can get on with their day instead of spending time writing us follow up emails

  • A love of detailed work that requires both accuracy and consistency. You’re the master of ensuring nothing falls through the cracks!

  • Experience going “above and beyond” and thinking one step ahead in order to thrill customers both in small and mighty ways

  • Total ease with technology (not only can you learn new apps in the time it takes you to eat breakfast, your ability to troubleshoot and analyze in a systematic way when using tech is second-to-none!)

  • The ability to prioritize work, follow through on requests, take initiative, work both independently and collaboratively, and consistently meet deadlines

  • A dependable, harmonious work ethic. You show up ready to knock out great work, and you’re keen to make sure you’re contributing to your teammates’ efficiency + enjoyment at work, too.

  • High sense of personal responsibility + integrity

  • An understanding of and strong alignment with our core values

  • Legally authorized to live and work in the United States


What Will Make Us Drool

  • 2+ years of experience working with customers/the public in some capacity (especially over email!)

  • Education or experience in writing, communications, journalism, or a related field


Application

  • Cover Letter (text can be copied into the application form)
  • Resume (to be uploaded)
  • Applications will be reviewed as they are received


Process

  • Initial screen answering a few short questions about AdvicePay and the position. After applying, please be on the lookout for an email from us on next steps! (It may get caught up in your Junk folder or a Promotions tab.)

  • First-round interview

  • Work sample

  • Final round interview
  • Our typical hiring process takes 6-8 weeks from when we first post the job to when we extend a final offer



AdvicePay believes that our team members, and the individual identities and experiences of our team members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. AP is beyond proud to be an equal opportunity employer.