Member Success Associate III



Remote · United States
Posted on Friday, March 31, 2023

Money is the #1 source of stress for Americans, and Tally is on a mission to make people less stressed and better off financially. Tally supports consumers in their financial journey and enables them to manage their credit card debt, save money on interest, and pay off their debt efficiently.

We are building a team that strives for excellence in all things and is committed to living Tally’s values of Don’t Say Nothing, Own the Outcome, and Change Shoes Often. Learn more about our values and who we are here.

Tally is backed by some of the world’s top investors, including Andreessen Horowitz and Kleiner Perkins, and has raised $172MM in total funding.

We are looking for a friendly, compassionate and tech-savvy professional to help support and onboard our rapidly growing customer base. You’ll be the voice of Tally, responding to inquiries via email, phone, chat, and social channels, while building the processes and tools needed to scale the support function as the team grows. As a remote employee, this role will report directly to our Member Success Manager.

Tally is building a complex product that connects a simple and delightful mobile experience through cutting-edge backend technology to an archaic financial system. Your work will have a significant impact on the company's bottom line while improving the lives of our users in an immediate and tangible way.

Role impact:

  • Act as the voice of the customer, changing shoes with them every day
  • Partner closely with other cross-functional team members to help provide meaningful recommendations to product and engineering teams to improve the product experience
  • Provide delightful service to customers in need
  • Collaborate closely with other departments (product, marketing, etc.) to help drive customer-centric business decisions and to validate new product features

In this role we value:

  • Experience working with customers. You thrive on empathy and problem-solving
  • Experience developing strategies for customer support and executing those plans to improve your users' experiences
  • Clear communication and ability to resolve difficult problems creatively and easily
  • Strong ability to identify and troubleshoot complex technical issues
  • Experience keeping tabs on user feedback and providing meaningful recommendations to product and engineering teams to improve the product experience
  • Ability to handle a high volume of inbound contacts via phone, email, and chat in a rapidly changing environment.
  • Experience using customer support software such as Intercom, Zendesk, RingCentral, and GSuite
  • Bachelor’s degree or equivalent
  • 2+ years of experience in customer support
  • A huge plus if you have experience at a financial services company.

A message from Tally’s leadership:

"One of our core values at Tally is 'Change shoes often.' We do this with our peers and our customers every day, and we want candidates to share in our commitment to empathy. Empathy really is the foundation of inclusion, and Tally prides itself in being a company that prioritizes inclusion and diversity. We’re dedicated to creating a workplace culture where people are included and treated equitably."

– Jason Brown, Cofounder and CEO

This organization participates in E-Verify. See more information here.

Tally core value Don’t Say Nothing:

At Tally, one of our core values is Don’t Say Nothing (DSN), which speaks to our culture of transparency, and sharing all that we can. In the spirit of DSN, the hourly salary range in the US for this role is $22.83 - $25.00 USD per hour. We offer a comprehensive total rewards package that includes: 12 paid holidays; company subsidized medical, dental, vision and prescription insurance; company paid short and long term disability insurance and life and AD&D insurance; wellness programs; voluntary life and disability insurance; pre-tax savings accounts for commuter benefits, health savings accounts and flexible savings accounts; paid parental and other eligible leaves of absence; 401(k) retirement savings plan; and an employee assistance program. Additional perks include: phone/internet reimbursement: co-working stipend; wellness reimbursement; home office set-up allowance; and access to discount programs. For more information about Tally visit: Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.