Contact Center Engineer, Earnest
$123-140.5k
+Employee Stock Purchase Plan & Restricted Stock Units
More information about location
Office located in Oakland, SF
Student loan provider
Open for applications
Student loan provider
201-500 employees
Open for applications
$123-140.5k
+Employee Stock Purchase Plan & Restricted Stock Units
More information about location
Office located in Oakland, SF
201-500 employees
Company mission
To make higher education accessible and affordable for everyone.
Role
Who you are
- 6+ years experience managing contact center software in a call center environment
- Proven experience in leading and developing at least one person, preferably in a contact center environment
- Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems
- Experience in project management, process improvement, and technical mentoring
- Willing to travel to the office monthly to collaborate with other Earnies
Desirable
- Contact Center Certification: Obtaining certifications specific to contact center technology, such as CCCE (Contact Center Engineer), can demonstrate specialized knowledge and expertise in this field
- Project Management Certification
- Customer Experience (CX) Training
What the job involves
- The Contact Center Engineer position will report to the Director, Customer Experience
- Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies
- Engaging in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise
- Identifying opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems
- Implement process changes and automation to enhance agent productivity and customer experience
- Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly
- Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience
- Leading and supporting technology migration projects to ensure smooth transitions to newer platforms
Our take
Earnest offers student loan refinancing and personal loan products. It looks at thousands of data points such as education, saving patterns, investments, and career trajectory to issue a unique credit score, which can prove a lifeline for students who may otherwise struggle to qualify for loan refinancing.
For the portion of student debtors with low credit scores, Earnest is one of a few scant options. Borrowers can choose their own loan terms to fund up to the full cost of their education, and there are no origination, application, or late fees.
Earnest has grown from distributing $8M loans in its first year of business to an impressive total $18.5 billion in student loans refinanced, and has served upwards of 200,000 people. With student loans representing such a huge sector of lending, there should be plenty of room for Earnest to continue expanding in the future.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
4% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2017
$20m
SERIES C
Nov 2015
$75m
SERIES B
Total funding: $127m
Company benefits
- Remote-first flexibility
- Monthly & annual remote work stipends
- Professional development & tuition reimbursement
- $1000 annual travel perk
- Robust 401K package
- No meeting Thursdays
- Annual company-wide offsites
Company values
- Earn Happy Customers - Our customers’ journey is ours to share. Our success comes from anticipating their needs and providing the solutions they’re looking for. This combination of empathy and action helps them become our best endorsers and biggest fans.
- Better is Better - The path to great means getting better every day. We push ourselves, and each other, to remain curious and think differently. We know the value of compounding and how continuous 1% improvement leads to massive changes. We are always willing to challenge the status quo in order to achieve our goals.
- PhD in Moving Fast - Our customers are tired of long wait times and large student loan bills so we constantly seek out ways to deliver faster. We refuse to waste time on things that don’t move the needle and we surprise teammates and customers with our speed.
- Passion for Challenges - Perseverance and optimism are just the start to take on the inertia of a national trillion-dollar problem. We enjoy tough challenges knowing that if we persist through them we will make a difference.
- Impact is a Team Sport - We maximize our impact when we act as one team. We each play our part and put team success above personal achievement. Earnies are willing to do what it takes to make the team better even though it may be uncomfortable for ourselves.
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Louis Beryl
(CEO)Co-founded SolidEnergy Systems. Was a Part-time Partner at Y Combinator. Is a Board Member of Car Dash and Roofr, and is a Mentor at First Round Fast Track.
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