Member Support Associate (Midnight-8am Shift)

Location: Tyson's Corner, VA

Department: Customer Care

Type: Full Time

Min. Experience: Entry Level

ID.me is hiring for a Member Support Associate and we’re looking for a team member who wants the opportunity to serve our unique member base. Member Support Associates are responsible for executing ID.me’s member verification procedures and responding to member verification questions and feedback via phone, e-mail, and live chat. Military veterans are particularly encouraged to apply.


As a member of a high-growth startup company, you will engage in a variety of additional tasks and projects, and will be asked to exercise a high level of autonomy and responsibility. Those who demonstrate a high degree of performance, accountability, motivation, and drive will quickly see their opportunities expand within a rapidly growing and innovative company. 


We're looking for a team player but someone who is able to operate independently, demonstrate initiative and has a keen understanding of customer support / operations management techniques and best practices. We like to keep it loose in the office and while there are very few rules in our company, we value individuals who demonstrate a no-excuses / can-do, stop-at-nothing attitude to execute their assigned responsibilities well. We look for nice people, who work hard, learn fast, motivate others and don’t mind taking risks even if that means failing sometimes. We want mission-driven, fun, and friendly co-workers because that’s our culture. We're a small, close-knit team looking to make a big impact in the world.

Responsibilities:

The main focus of our Member Support Team is to provide timely, accurate, and efficient service to our customers via telephone, email, and live chat.  Side projects and other tasks may be assigned as needed.

Qualifications:

  • 6+ months in an technical customer service position or call center.
  • Intermediate to advanced computer skills; including proficiency with internet and search engines, operating systems, and browsers; effective manipulation of multiple screens simultaneously.
  • Demonstrate excellent written, verbal & interpersonal skills.
  • Projects a competent, enthusiastic, and empathetic demeanor with customers.
  • Strong interpersonal and communication skills, both spoken and written.
  • Ability to execute multiple tasks simultaneously in a fast-paced, high-volume work environment.
  • Flexibility to quickly adapt within to changing business needs and processes.
  • A passion for delivering an excellent customer experience.
  • Flexibility and reliability to work nights, weekends, and holidays as needed.
  • Must possess positive “can-do” attitude and strong work ethic.

Additional skills:

  • Good sense of humor
  • Strong initiative, drive to succeed, and time management skills
  • Military experience, especially those with a personnel management MOS/rating/designator.
  • Excellent attention to detail, spelling, and multi-tasking abilities.
  • Outgoing, energized, and the ability to build great customer relationships.
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