Customer Experience Analyst

eToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, commodity trading, cryptocurrency trading, and more. We strive to make money management available and accessible to everyone (even to users with no prior experience or knowledge). We have over 33 million users worldwide, and our platform is available in over 140 countries around the world. 

With over 1500 employees worldwide, We have locations in the US, Cyprus, UK, Australia, Germany, and Israel, and we are constantly growing and expanding into new markets.

We are constantly growing and are excited to share that we are looking for a Customer Experience Analyst to join our team!

Join us as a US Customer Experience Analyst and assume a pivotal role in supporting the Customer Experience Team Lead to refine our customer support program.

Your mission is to deliver an exceptional experience for eToro platform users by collaborating closely with the team lead to provide top-tier support tailored to our U.S. customers.

We are actively seeking an outgoing, confident, and independent professional with outstanding verbal and written skills to join our dynamic team.

In addition to your contributions in customer assistance, your role involves extracting valuable insights from each interaction, contributing to the ongoing enhancement of our products, and ensuring a seamless experience for our customers across equities, options, and crypto.

Reporting directly to the US Customer Experience Team Lead, the successful candidate will play a key role in shaping the future of our customer support initiatives while enjoying a competitive salary and a comprehensive benefits package that includes team events, mobile phone stipends, daily lunch, a 6% 401K match, and insurance covered 100% for the employee.

Location:

This role may be based in any of the following work-from-home/ remote locations:

• Texas
• Florida
• Arizona

What will you be doing?

• Deliver exceptional service to our US clientele through chat, phone, and email channels, showcasing the highest levels of customer support.
• Serve as a representative of the company and its products, embodying excellence in every interaction.
• Provide valuable insights and feedback on issues, trends, and bugs impacting the overall customer experience.
• Engage in collaborative efforts with cross-functional teams to enhance customer satisfaction and operational efficiency.
• Exhibit a profound understanding of various workflows, policies, and tools to ensure comprehensive support.
• Aid the department in documenting updates and changes to processes, training decks, and flowcharts, contributing to ongoing improvements.

REQUIREMENTS

• Possession of Series 7 and 63 licenses.
• Demonstrated strong service orientation.
• Team player with a positive attitude.
• Exposure to various support channels, such as voice, email, social, and/or chat.
• Minimum of 1-2 years of relevant experience, preferably in financial services, technology, and/or customer support.
• Flexibility and adaptability to meet the evolving needs of a high-growth and fast-paced organization.
• Experience in payments, fraud, account access, trust, safety, or other relevant operational domains is a plus.
• Authorized to work in the United States.
• This role supports coverage for the continental US; hence, standard working hours may fluctuate between 6:00 AM - 3:00 PM, 8:00 AM - 5:00 PM, and 11:00 AM - 8:00 PM local time.