NerdWallet’s mission is to provide clarity for all of life’s financial decisions. As a Technical Support Specialist, you’ll provide account and technical support  to NerdWallet’s rapidly growing membership base and work with cross-functional partners to escalate and investigate complex user issues. 

As part of the User Operations team, you will be a key part of ensuring an excellent member experience on 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 live 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, using a variety of tools to surface technical issues, 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 using the tools and features available through NerdWallet - always with their best interests in mind. 

• Become a subject matter expert on NerdWallet’s product ecosystem and tools. 

• Identify and raise issues to cross-functional teams with clear, actionable escalations.

• Address complex topics with clarity and empathy, ensuring all members feel supported, regardless of their financial background.

• Balance efficiency with impact, achieving maximum customer satisfaction through highest-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.

• Experience providing user support in a dynamic, fast-evolving product environment. You’re proactive and curious when it comes to learning about updates and new features, and you’re energized by challenges for which there isn’t yet established guidance.

• Substantial experience troubleshooting complex issues independently and a resolution-driven approach to investigation.

• Exceptional communication abilities and analytical reading skills, including an ability to review historical context and assess users’ needs beyond surface level descriptions.

• Strong ability to articulate emerging issues to partners via escalation pathways.

• Familiarity with AI tools and the ways they can bolster support quality and efficiency.

• A growth mindset. You take ownership of your performance, welcome feedback, and consider learning to be a foundational, ongoing priority.

• Enthusiasm for helping others navigate financial decisions and the willingness to “nerd out” about credit and budgeting!

• Familiarity with tools like Zendesk, Confluence, JIRA, Trello, Slack, Google suite, Salesforce, Stripe, White Label Loyalty, etc. 

• Remote work experience preferred.

• Fintech experience preferred.

Pay Transparency & Contract Details:

• 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 40 hours per week from May - October with opportunity for extension

• This role is 100% remote

Where:

• This role will be remote (based in the U.S.).

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)

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