Customer Operations Specialist (Contract) at NerdWallet in NerdWallet US

Job description

• Application
• NerdWallet's mission is to provide clarity for all of life's financial decisions. As a Customer Operations Associate, you'll provide account and technical support and share financial guidance resources with NerdWallet's rapidly growing membership base.
• As part of the Customer Operations team, you will be a key part of ensuring an excellent customer experience on NerdWallet.com and with the NerdWallet mobile app. You'll help members with general account features as well as financial accounts, 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 — working alongside AI-assisted tools — and providing consumers with appropriate resources and guidance to help them thrive on their financial journey.

Responsibilities

• Help consumers improve their lives through better financial decisions by assisting members in successfully using NerdWallet’s tools and features—always with their best interests in mind.
• Develop deep knowledge of NerdWallet’s tools and features while staying curious and informed about the evolving member experience.
• Communicate complex topics with clarity, empathy, and understanding, ensuring members feel supported regardless of their financial background.
• Use AI-assisted tools to draft, summarize, and resolve member requests. Verify every response for accuracy, completeness, and tone before it reaches a member so that each interaction feels human and unmistakably NerdWallet.
• Work efficiently while prioritizing high-quality interactions and customer satisfaction. Apply sound judgment and verify information before acting rather than optimizing for speed alone.
• Identify recurring member issues, gaps in help content, and instances in which AI tools provide inaccurate or confusing answers. Proactively document and escalate relevant context to the appropriate owner.
• Collaborate with teammates and cross-functional partners to improve support processes, resources, and the overall member experience.

Requirements

• Previous experience in technical support, customer service, or customer operations, with a demonstrated ability to resolve issues efficiently without compromising 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 such as ChatGPT, Claude, or AI tools embedded within customer support platforms.
• Comfort using AI tools in your day-to-day work, including writing clear prompts, providing sufficient context, and identifying when an output is inaccurate, incomplete, or inconsistent with the appropriate tone.
• Exceptional written and verbal communication skills.
• Strong analytical reading skills and the ability to uncover customer needs beyond surface-level descriptions.
• Sound judgment and a consistent habit of verifying information rather than making assumptions.
• A proactive approach to identifying and raising concerns about confusing processes, inaccurate information, or tools that create recurring challenges.
• Demonstrated curiosity and willingness to learn new systems, tools, and approaches.
• Enthusiasm for helping others navigate financial decisions—and a willingness to “nerd out” about topics such as credit and budgeting.
• Previous remote-work experience is required.
• Fintech experience is preferred.

Skills

Required

• Previous remote-work experience

Preferred

• Fintech experience

Benefits

• $22.50 per hour
• Base pay offered may vary within the posted range based on several factors, including but not limited to education, job-related knowledge, skills, experience, and location.
• Hourly rate: $22.50 per hour
• Engagement type: Six-month W-2 contract with the possibility of extension or conversion based on performance and business needs
• Estimated engagement period: November 2026 through April 2027
• Schedule: Up to 40 hours per week, from 9:00 a.m. to 5:30 p.m. Pacific Time
• Weekend availability: One weekend day is required; a Sunday-through-Thursday schedule is preferred