User Support Specialist

As a User Support Specialist, you will play a crucial role in ensuring our users have a positive experience with our conversational AI assistant designed to manage personal finances. You will be the primary point of contact for users, providing assistance, resolving issues, and contributing to the overall satisfaction of our user base. Your work will directly impact user retention and the perception of our product.

This position involves responding to user inquiries, troubleshooting technical issues, and collaborating with product and engineering teams to improve our AI assistant. You will be responsible for maintaining support documentation and providing valuable feedback to help enhance the user experience. This role requires strong communication and problem-solving skills.

• Respond to user inquiries via email, chat, and phone.
• Troubleshoot user issues related to account access, app behavior, and billing.
• Escalate technical bugs to the engineering team with detailed steps.
• Maintain and update help documentation and FAQs.
• Track recurring issues and share insights with product and engineering.