Customer Care Associate

About Brigit

Brigit is a financial wellness company focused on helping everyday people in the U.S. improve their financial lives. The company builds straightforward, transparent products designed to help members keep more of their money, manage spending more carefully, avoid costly fees, and build credit faster. The team values autonomy, ownership, and the opportunity to influence how the business grows.

Brigit’s work has also received recognition from several industry lists and awards, including Built In’s best workplaces and startup rankings, Fast Company’s Most Innovative Companies, Business Insider’s Most Promising Consumer Startups, and Forbes Fintech 50.

Role overview

In this Customer Care Associate position, you will join a customer support team handling the core day-to-day service tasks. As the first point of contact for users, you will address customer concerns with empathy, identify recurring problem patterns, and route issues to the right internal teams in a way that reflects the company’s brand and values.

What you will do

• Manage customer emails and live chat conversations, with a target of about 200 tickets per day depending on demand.
• Build strong product knowledge so you can support users across a wide range of situations and questions.
• Monitor customer-reported issues and create Jira tickets for the relevant teams to investigate or fix.
• Escalate cases when needed and keep working them through to closure.
• Review and apply management feedback related to quality, behavior, and performance.
• Escalate serious complaints and threats, including BBB, CFPB, FTC, legal, and other high-priority matters, to management immediately.

Requirements

• A high school diploma or a bachelor’s degree.
• Previous experience using Zendesk.
• At least 2 years of customer support experience through digital channels such as email and live chat.
• Genuine interest in helping people and delivering excellent customer service.
• Comfort working in a fast-moving environment and handling uncertainty.
• Ability to manage a high email volume while resolving issues promptly.
• Strong empathy, troubleshooting ability, and sound judgment.
• Capability to work independently while staying closely aligned with the broader team.
• Clear, efficient communication skills for difficult or sensitive customer situations.
• Strong pattern recognition and the ability to develop practical solutions creatively.
• Professional, composed responses to negative feedback or challenging interactions.

Location and schedule

This is a hybrid position based in New York City, with required in-office attendance twice per week. One weekend day is worked from home. The schedule runs Sunday through Thursday, and one weekend day is required. Overtime hours are available for this role.

Benefits

• Medical, dental, and vision coverage.
• Flexible paid time off.
• 401(k) plan.
• Paid parental leave.
• Wellbeing support, including Wellhub for virtual fitness and discounted gym access, plus Headspace for covered virtual therapy and on-demand health support.
• Monthly reimbursement for wifi and mobile phone bills.
• Annual learning and development reimbursement.
• A collaborative startup environment with a highly skilled team.

Additional information

Brigit provides equal employment opportunities and does not discriminate based on race, religion, color, sex, pregnancy or related conditions, national origin, citizenship status, uniform service member status, age, genetic information, disability, or any other protected status under applicable law.

If you need a reasonable accommodation during the application, interview, testing, or hiring process, you can contact the company at accommodations@hellobrigit.com.

Disclosures

• The company maintains a California Personnel Privacy Policy covering data privacy matters.
• Employment authorization is verified through E-Verify.