Customer Care Representative

at Riskalyze
Location Atlanta
Date Posted June 11, 2021
Category Call Centre / CustomerService
Job Type Not Specified


At Riskalyze, we invented the Risk Number, and we're on a mission to put it at the core of every investing decision. We are part of a movement to create fearless investors. We do this by analyzing risk first and illustrating to investors that the short-term matters, which helps investors overcome poor investing decisions, and achieve better long-term results, which makes our customers - their financial advisors - more successful.

As a Customer Care Representative, you are helping to empower the world to invest fearlessly as the face of Riskalyze by serving and responding to every customer request with excellence and delight.


  • Provide fast and delightful initial responses to customer requests (first response) via live chat, email, and phone.
  • Relay tones of delight, helpfulness, and a positive attitude with customers during every interaction (CSAT/Delight).
  • Resolve first-level questions, and provide expectations related to product issues in a timely manner (full resolution).
  • Develop ways to reduce or deflect the number of tickets we process.
  • Identify and escalate technical issues to internal stakeholders and report to QA and engineering teams when needed (bug reporting).
  • Provide valuable product ideas to the product team. You are the "voice of the customer." (product idea submissions)
  • Triage customer inquiries quickly to help maximize renewals and minimize churn (straight retention).
  • Discover growth opportunities and work with teammates in Sales and Customer Success (net retention).
  • Improve and leverage user-facing educational resources (e.g., KBs, Academy, webinars).
  • Train and mentor new Customer Care Reps through feedback loops like Peer Reviews, the Buddy System, and team collaboration (continued learning).


Be a Riskalyzer

  • Ability to work well in a high-energy, fast paced, and constantly changing environment.
  • Speak the language of our core audiences advisors, broker dealers, corporate RIAs, custodians and clearing firms, asset managers, and compliance departments.

Expert Communication

  • Excellent verbal and written communication skills for interactions with customers, partners, and prospects.
  • Listening and demonstrating true empathy (building rapport) with customers (seeking to understand).
  • Articulate complicated information, and simplify how-to steps, via written and verbal communication that is simple, clear, concise, professional, and friendly (delight).

Expert Troubleshooter

  • Stellar skills in specific subject matter. Ability to teach updates, processes, and explain complex issues to customers and teammates.
  • Strong knowledge about computers, operating systems, browsers, and ability to document and reproduce basic issues.

Exudes Ownership (Leadership)

  • Willingness to proactively reach out, initiating conversations, and providing assistance to customers and teammates.
  • Take responsibility for following up with users, customers, engineers, and other stakeholders to ensure that a support conversation is resolved in a timely manner.
  • Ability to juggle and triage competing demands between support inquiries at multiple levels, and scheduled commitments (e.g. 15Fives, 1 1s, Peer Reviews, Lessonly's).

Maintains a Positive "winning" Attitude (winners find a way to 'done')

  • Possess a willingness to work hard and a determination to do what it takes to ensure that customers are delighted.
  • Intelligent, adaptive, and teachable. Willing to accept constant feedback and continually improve.
  • Strive to reach your full potential - everyone is expected to grow and improve.


  • We are located at brand new office space at the Bank of America Plaza in Mid-Town Atlanta.
  • Commuter Benefit (Atlanta, GA.) Riskalyze will cover the cost for Atlanta employees MARTA pass or parking pass.
  • Medical, dental and vision with access to HSA or FSA depending on chosen medical plan
  • Available pet insurance
  • 401(k) Retirement savings with employer matching dollar-for-dollar, up to 4%
  • Annual bonus subject to company/individual performance
  • Free financial advisory services are offered to Riskalyzers wanting expert guidance on how to handle their money.
  • 3 weeks Vacation & 1 week sick time per year + 11 paid holidays.
  • Wellness/Gym Benefit Atlanta employees have access to a subsidized membership at RPM in the Bank of America Plaza.
  • All hands team meetings every 6 weeks with catering
  • Fully stocked drink fridges
  • In office snacks 3x per week
  • Board game nights and movie outings
  • We encourage people from underrepresented groups to apply!

    Riskalyze is an equal opportunity employer.

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