Customer Experience Analyst

eToro is the trading and investing platform that empowers users to invest, share and learn. We were founded in 2007 with the vision of a world where everyone can trade and invest in a simple and transparent way. We have created an investment platform that is built around collaboration and investor education. On our platform, users can view other investors’ portfolios and statistics, and interact with them to exchange ideas, discuss strategies and benefit from shared knowledge. We have over 38 million registered users from 75 countries and our platform is available in 20 languages. We are a fast growing business with over 1,500 employees across 13 offices around the globe, strategically positioned to serve the needs of users. You can find out more about eToro here.

Position Overview:

Join eToro as a US Customer Experience Analyst, supporting the Customer Experience Team Lead in enhancing our support program for U.S. users across equities, options, and crypto. We’re looking for a confident communicator to provide top-tier assistance, extract key insights, and improve our services while shaping the future of our customer support initiatives.

What you will be doing?

• Deliver exceptional service to our US clientele through chat, phone, and email channels, showcasing the highest levels of customer support.
• Serve as a representative of the company and its products, embodying excellence in every interaction.
• Provide valuable insights and feedback on issues, trends, and bugs impacting the overall customer experience.
• Engage in collaborative efforts with cross-functional teams to enhance customer satisfaction and operational efficiency.
• Exhibit a profound understanding of various workflows, policies, and tools to ensure comprehensive support.
• Aid the department in documenting updates and changes to processes, training decks, and flowcharts, contributing to ongoing improvements.

What We Offer:

• Hybrid work model
• Competitive salary
• Comprehensive benefits package
• Team events
• Cell phone stipend
• Daily lunch
• Gym stipend
• 6% 401K match
• 100% insurance coverage for the employee

Location:

This position offers a hybrid work model, with the flexibility to work remotely with in-office attendance in Hoboken, NJ required at least once a week if located in that area. This role may be based in any of the following hybrid locations eventually:

• New York City metropolitan area
• Austin, Texas
• Washington, D.C. metropolitan area

Requirements:

• MUST have possession of Series 7 and 63 or 66 licenses.
• MUST speak Spanish fluently.
• Demonstrated strong service orientation.
• Team player with a positive attitude.
• Exposure to various support channels, such as voice, email, social, and/or chat.
• Minimum of 1-2 years of relevant experience, preferably in financial services, technology, and/or customer support.
• Flexibility and adaptability to meet the evolving needs of a high-growth and fast-paced organization.
• Experience in payments, fraud, account access, trust, safety, or other relevant operational domains is a plus.
• Authorized to work in the United States.
• This role supports coverage for the continental US; hence, standard working hours may fluctuate between 6:00 AM – 3:00 PM, 8:00 AM – 5:00 PM, and 11:00 AM – 8:00 PM local time.