Technical Support Specialist (Contract)

Are you passionate about providing exceptional user experiences while working in a dynamic and collaborative environment? At NerdWallet, we're dedicated to helping our users make smarter financial decisions. We're seeking a skilled and enthusiastic Technical Support Specialist to join our team and play a pivotal role in providing exemplary support to consumers interacting with our brand.

As a Technical Support Specialist, you’ll help provide account and technical support to NerdWallet’s rapidly growing membership base. As part of the User Operations team, you will play a key role in ensuring success with NerdWallet’s products, tools and marketplaces by helping consumers with technical and account issues in both direct and public support platforms.

We are looking for Nerds with a passion for helping people and a talent for analytical problem solving as we expand the product experiences offered to NerdWallet’s members. This role will consist primarily of responding to member requests across multiple platforms as well as maintaining reciprocal feedback loops with cross-functional teams.

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 tools and features that can help them improve their financial lives - always with their best interests in mind.

• Become a true technical product expert across NerdWallet’s offerings.

• Clearly communicate complicated topics to people of all ages, backgrounds, and financial situations, with empathy and understanding.

• Track and surface consumer trends to cross-functional partners in service of addressing emerging issues and improving our product and experiences.

Core responsibilities:

• Technical guidance and support

  • Provide technical guidance and assistance to users through various communication channels, such as email, phone, social media, and live chat

  • Offer timely, accurate, and outcome-driven solutions to user inquiries, ensuring a smooth and seamless experience

  • Display an exceptional ability to understand users' requests in the context of a complex and evolving product

  • Uphold defined Service Level Agreements (SLAs) by responding to user inquiries promptly and efficiently

  • Demonstrate patience, empathy, and professionalism in all interactions, contributing to a high-quality user support experience

• Collaborative problem-solving

  • Collaborate with other members of the User Operations team to rapidly identify and address escalated member issues

  • Participate in discussions to determine the best course of action in challenging situations, ensuring that user satisfaction remains a top priority

  • Convey user feedback and insights to internal teams for continuous improvement

• Knowledge curation and ingestion

  • Cultivate deep product expertise through regular, proactive consumption of new product documentation

  • Improve the efficacy of internal and external support content and AI tools by identifying gaps in knowledge and response mapping

• Data analysis and reporting

  • Track, analyze, and report data according to the established parameters for each platform

  • Leverage data-driven insights to identify trends, pain points, and opportunities for enhancement in user support processes

• Cross-functional collaboration

  • Cultivate and maintain reciprocal feedback loops with various cross-functional teams, such as Product, Marketing, and Engineering

  • Use multiple, distinct escalation pathways with internal and external partners

• Adaptability and teamwork

  • Remain flexible and adaptable to changing priorities and tasks as needed

  • Thrive in a collaborative environment, actively participating in team discussions, brainstorming sessions, and knowledge sharing

  • Reliably present for scheduled work shifts and able to balance more dynamic tasks and projects autonomously, when called upon

• Miscellaneous projects

  • Assist with miscellaneous project-based tasks that contribute to the overall improvement of user engagement and support processes.

Your experience:

• Prior experience in a technical support or customer service role, ideally supporting paid products or services

• Familiarity with workplace tools such as Zendesk, Intercom, Confluence, JIRA, Agorapulse, Slack, Google Suite, etc.

• Exceptional written and verbal communication skills

• Extremely strong analytical reading abilities

• A people-centric attitude and passion for helping others

• A curious and outcome-driven approach to problem solving

• A high degree of ownership and structured approach to time management

• Remote work experience preferred

• Fintech experience preferred, but not required

Pay Transparency & Contract Details (US):

• The hourly rate for this position is $20.64/hour

• This is a W2 contract role hired by Magnit

• This is a full time (up to 40 hours/wk) remote position and requires availability during our business hours (9am-5pm PT), including at least one weekend day

• Hours may be scheduled/assigned based on business needs, demand and availability

• Training to be conducted remotely

• This is a 6-month contract position with potential opportunity for extension or full-time offer

• This role is 100% remote

If you are based in California, we encourage you to read this important information for California residents linked here.

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)

2. Right to Work Poster (English) / (Spanish/Español)