Customer Experience Associate

Privacy is the virtual card platform giving consumers and small businesses complete control over their online payments.

Our virtual cards protect 250,000+ users across the U.S., processing over $3 billion in transactions with bank-level security and encryption. From merchant-locked cards that can't be used anywhere else if stolen, to spending limits that block unauthorized charges, to one-click pausing that stops subscriptions instantly, Privacy puts financial control back in users' hands.

We're building a future where every online payment is secure by default, free from data breaches, unauthorized charges, and hidden fees. We're proud to have been named one of Forbes' "Top 100 Most Customer-Centric Companies" and featured in The Wall Street Journal, TechCrunch, and Wirecutter.

Privacy is the product that started it all. What began as Privacy.com grew into Lithic, now a Series C company backed by world-class investors including Bessemer Venture Partners, Index Ventures, Spark Capital, Stripes, and Mastercard, along with many others. Our dedicated team of 35 sits at the heart of Lithic's 170+ person organization, spanning 26 states and 7 countries, headquartered in New York City. 

Lithic is hiring a Customer Experience Associate. As a Customer Experience Associate at Lithic, you'll be a trustworthy point of contact for the customers of our consumer product, Privacy.com, and the ultimate advocate for their best interests. You'll be the eyes, ears, and voice of Privacy.com as we strive to deliver an intuitive and delightful product and experience.

Your job will not only be to help our customers with the issues they encounter but also to help us learn as a company from each interaction so that we can make our customers' experience as seamless as possible.

CX Associates will be expected to share weekend coverage duties but are allotted two consecutive days off per workweek, typically including one weekend day. This is a full-time hourly position.

We encourage you to apply even if you don’t meet every requirement listed below!

Job responsibilities:

• Interact with users directly via email and chat
• Brainstorm inventive solutions to tackle urgent customer problems
• Identify site and app issues, and communicate properly to all internal teams
• Think creatively about how to optimize each customer's experience
• Become an expert on Privacy and the service we provide our users

Who you are:

• An excellent writer and communicator with a keen eye for detail and grammar
• A team player and comfortable with an ever-changing startup environment
• An enthusiastic and positive person with a can-do mentality — you consider no task too small
• A fast learner and eager to tackle new challenges every day
• Flexible and adaptable to accommodate holiday and weekend shifts
• Patient and understanding with customers, and confident resolving issues on the spot

The annual US hourly rate for this role is $24.10 per hour. This hourly rate may be inclusive of several career levels at Lithic and will be narrowed during the interview process based on the candidate’s experience and qualifications. 

This is a remote position. However, candidates must be located in the United States, Canada, Netherlands, Poland, or Czech Republic. We do not offer visa sponsorship or assistance.

Benefits for US Employees: 

• Unlimited PTO
• 12-weeks fully paid parental leave
• 4-Week Fully Paid Sabbatical (earned at your 5-year anniversary)
• Work From Anywhere: work from anywhere in the world 4-weeks each year
• 3% cashback on card purchases with your complimentary Privacy.com employee account
• Health, vision, and dental insurance; HSA Contribution Match
• 401(k) match
• Voluntary Life Insurance and STD/LTD