Member Support Specialist (Contract)

At NerdWallet, we’re on a mission to bring clarity to all of life’s financial decisions and every great mission needs a team of exceptional Nerds. We’ve built an inclusive, flexible, and candid culture where you’re empowered to grow, take smart risks, and be unapologetically yourself (cape optional). Whether remote or in-office, we support how you thrive best. We invest in your well-being, development, and ability to make an impact because when one Nerd levels up, we all do. As a Member Support Specialist, you’ll provide account and technical support and share financial guidance resources with NerdWallet’s rapidly growing membership base. As part of the User Operations team, you will be a key part of ensuring an excellent member experience on NerdWallet.com http://NerdWallet.com and with the NerdWallet mobile app. You’ll help members with free account features as well as paid subscription issues, credit score questions, product recommendations, and more across email and chat. We are looking for Nerds with a passion for helping people and an interest in personal finance as we significantly expand the product experiences offered to NerdWallet’s members. This role will consist primarily of responding to member requests across multiple platforms and providing consumers with appropriate resources and guidance to help them thrive on their financial journey. WHERE YOU CAN MAKE AN IMPACT: - Help consumers improve their lives through better financial decisions. You will do this by assisting our members in successfully utilizing the tools and features available through NerdWallet - always with their best interests in mind. - Become a technical product expert across NerdWallet’s offerings. - Communicate complex topics with clarity, empathy, and understanding, ensuring all members feel supported, regardless of their financial background. - Work efficiently and effectively, achieving maximum customer satisfaction in minimum time through quality interactions. YOUR EXPERIENCE: We recognize not everyone will meet all of the criteria. If you meet most of the criteria below and you’re excited about the opportunity and willing to learn, we’d love to hear from you. - Previous experience in technical support or customer service, with a knack for resolving issues efficiently while exceeding expectations for quality. - Familiarity with tools like Intercom, Zendesk, Confluence, JIRA, Trello, Slack, Google suite, Salesforce, Stripe, White Label Loyalty, etc. - Exceptional written and verbal communication skills - Outstanding analytical reading skills and an ability to assess users’ needs beyond surface level descriptions - Enthusiasm for helping others navigate financial decisions and the willingness to “nerd out” about credit and budgeting! - Remote work experience required - Fintech experience preferred PAY TRANSPARENCY & CONTRACT DETAILS (US): - The hourly rate for this position is $20.64/hour - This is a W2 contract role hired by Magnit - The estimated schedule for this engagement would be up to 40 hours per week from April-July - This role is 100% remote If you are based in California, we encourage you to read this important information for California residents linked here https://www.nerdwallet.com/privacy-policy. NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. We prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law, so all qualified applicants will receive consideration for employment. NerdWallet participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E-Verify program for all US locations. For more information, please see: 1. E-Verify Participation Poster (English+Spanish/Español https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) 2. Right to Work Poster ( https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster.pdfEnglish https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf) https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster.pdf / ( https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster_ES.pdfSpanish/Español https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPosterES.pdf) https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster_ES.pdf