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Customer Experience Analyst

SeedInvest is looking for a full-time Customer Experience (CX) Analyst to join our team in New York, NY. This person will support and scale a top-notch customer experience organization at SeedInvest, helping us to maximize the impact and efficiency of our team.

This is a salaried, full-time role. If you are excited by the idea of building delightful customer experiences at the nexus of efficiency and compassion while embracing compliance, risk, and the gravity of working in the financial services world, then we hope to hear from you! 
You'll be leading the charge on (overarching goals):

  • Supporting our growing CX team in providing amazing CX to investors and entrepreneurs at scale, primarily via chat and email.
  • Helping resolve all inbound inquiries correctly, and at scale.
  • Researching, reviewing, and improving our customers’ experiences with SeedInvest.
  • Strengthening the feedback loop between investors, our team, and our platform.

You'll be responsible for (representative responsibilities):

  • Handling and resolving customer inquiries, primarily via chat and email. 
  • Building knowledge bases for investors, entrepreneurs, and for internal (team) use.
  • Analyzing customer experience trends and suggesting improvements.
  • Collecting and maximizing NPS numbers, and adding to a robust tracking system for our customer support performance.

You should already be amazing at (the requirements):

  • Planning, executing, and completing a high volume of daily tasks.
  • Maintaining thorough documentation and notes.
  • Communicating with a strong command of the English language, both written and spoken. Other languages are a plus!
  • Empathizing with and prioritizing customer needs.
  • Triaging and prioritizing issues effectively.

Some extra credit (things we'd love to see):

  • Fintech, financial services, or startup experience.
  • Experience in customer service, communications, marketing, or a related field.
  • Skills in data analysis.
  • Experience with private/startup investing and/or fundraising.
  • BA/BS degree from a leading academic institution.
  • Experience with building and managing bots, or automation experience of any kind.
  • Experience working with product/engineering teams.


About SeedInvest

SeedInvest is a leading equity crowdfunding platform that provides individual investors with access to vetted startup investment opportunities. SeedInvest was instrumental in the passage of the 2012 JOBS Act, which changed 80-year-old U.S. securities laws to make it possible for entrepreneurs to raise capital over the Internet. SeedInvest has funded over 235 startups and boasts a rapidly growing network of over 500,000 investors and entrepreneurs. SeedInvest has had over 55,000 startups apply to raise capital since inception and has accepted less than 2% of those companies to feature on the platform. SeedInvest was featured on the 2018 Inc. 500 List as the 4th fastest-growing financial services company in America.

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