Customer Operations Associate (Contract)

NerdWallet
United States
Workplace: RemoteContractUSD 22.5 - 22.5 hourlyFunction: Customer Support (Service Desk)Skills: ["Empathy","Communication","Analytical thinking","Sound judgment","Proactive problem solving"]

Provide account and technical support to NerdWallet members across email and chat, helping them use tools, resolve issues, and access financial guidance. Own an excellent customer experience for both the web and mobile app by using AI-assisted tools to draft and improve responses, then verifying accuracy, completeness, and tone. Identify recurring problems and gaps, document and escalate issues, and collaborate with teammates to improve support resources and processes.

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FursaFursa
NerdWallet
NerdWallet
14 hours ago

Customer Operations Associate (Contract)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 minutes agoStatus: Live

Job Summary

Provide account and technical support to NerdWallet members across email and chat, helping them use tools, resolve issues, and access financial guidance. Own an excellent customer experience for both the web and mobile app by using AI-assisted tools to draft and improve responses, then verifying accuracy, completeness, and tone. Identify recurring problems and gaps, document and escalate issues, and collaborate with teammates to improve support resources and processes.
Location: United States
Workplace: Remote
Employment Type: Contract · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Assist members with account features and financial account questions, credit score inquiries, and product recommendations across email and chat.
  • •Use AI-assisted tools to draft, summarize, and resolve member requests, then verify every response for accuracy, completeness, and tone.
  • •Help consumers succeed in using NerdWallet tools and features while keeping their best interests in mind.
  • •Develop deep knowledge of NerdWallet’s tools and evolving member experience to improve support quality.
  • •Identify recurring issues or gaps in help content, document relevant context, and escalate to the appropriate owner while collaborating with cross-functional partners.

Pay and Benefits

Salary: USD 22.5 hourly

Key Requirements

  • •Previous experience in technical support, customer service, or customer operations with an ability to resolve issues without sacrificing quality.
  • •Familiarity with customer support and collaboration tools such as Intercom, Zendesk, Confluence, Jira, Trello, Slack, Google Workspace, Salesforce, and Stripe.
  • •Experience using AI assistants/tools (e.g., ChatGPT, Claude) and comfort writing prompts, providing context, and checking outputs for inaccuracies or tone issues.
  • •Exceptional written and verbal communication skills with strong analytical reading to uncover customer needs.
  • •Previous remote-work experience is required.
Experience:Fintech
Skills:EmpathyCommunicationAnalytical thinkingSound judgmentProactive problem solving
Tech Stack:IntercomZendeskConfluenceJiraTrelloSlackGoogle WorkspaceSalesforceStripeChatGPTClaude

Company Brief

NerdWallet
NerdWallet provides personal finance guidance, comparison tools, and financial product recommendations (credit cards, mortgages, insurance, loans) to help consumers and small businesses make informed money decisions via content, calculators, and advisory services.
Industry: Publishing
Company Size: Large (251 to 1,000 employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2009
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Glassdoor: 3.5
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