Customer Experience Associate

Job Description

Job Description

Headquartered in Birmingham, AL, Dash Solutions is a fast-growing payments company that provides forward-thinking organizations with everything they need to make payments and rewards more meaningful to their business and the people they pay. Led by a team of payments industry experts, Dash Solutions has a proven track record of delivering innovative payment and engagement solutions. We are committed to excellence, innovation, and delivering exceptional value in this rapidly evolving market.

At Dash, we're not just looking for employees; we're looking for team members who embody our core values and share our passion for revolutionizing the payments industry. Here's what we seek in every hire, regardless of the role:

• Cultural Fit: We thrive in a culture of respect, authenticity, and a relentless pursuit of improvement. We challenge the status quo and embrace change as an opportunity for growth.
• Mission-Focused: We're on a mission to transform the payments industry, and we expect all team members to share our commitment to this goal. We're looking for individuals who are driven by purpose and eager to make a meaningful impact.
• Industry Passion: The payments industry is dynamic and constantly evolving. We're looking for candidates who are not only passionate about this ever-changing landscape but also curious and eager to learn. We need leaders who will guide our company into a bright future, staying ahead of industry trends and driving innovation.

Position Summary

the Customer Experience Associate plays a vital role in the delivering best-in-class service to cardholders who contact Dash Solutions for support. This role focuses on providing responsive, high-quality assistance via phone and email, ensuring a positive and professional experience for every cardholder. Associates are expected to resolve issues efficiently, demonstrate empathy, and contribute to continuous service improvement.

R esponsibilities include, but are not limited to:

• Respond to inbound cardholder inquiries via phone and email with professionalism, empathy, and efficiency.
• Work Ad hoc or special projects when called upon
• Conduct thorough research using internal systems to resolve cardholder issues.
• Take ownership of cardholder concerns, identifying root causes and providing timely resolutions.
• Offer alternative solutions to ensure cardholder satisfaction and uninterrupted service.
• Escalate unresolved or complex issues to the appropriate internal teams or leadership.
• Maintain accurate and up-to-date cardholder records in the service platform (e.g., Zendesk/Jira).
• Participate in team training sessions and provide feedback to improve service delivery.
• Identify trends in cardholder interactions and identify errors for improvements.

Desired Skills & Experience:

• Availability to work Monday–Friday, 8:00 AM – 5:00 PM CST.
• High school diploma required; college degree preferred.
• Minimum of 1 year in customer service, ideally within a call center or operational support environment.
• Ability to work in a structured, fast-paced setting with shifting priorities.
• Strong multitasking and active listening skills
• Proven ability to manage complex or escalated cardholder interactions with professionalism.
• High proficiency in problem-solving, critical thinking, and both verbal and written communication.
• Proficient in MS Excel, Outlook, and major internet browsers.
• Experience with customer support platforms such as Zendesk and Jira.
• Skilled in using databases, spreadsheets, and word processing tools.

Our Culture:

At Dash Solutions, our culture fosters growth, innovation, and impact. We’re a community of forward-thinkers where creative ideas are encouraged, and individuals are empowered to lead. In our high-growth environment, you’ll have the autonomy to manage your domain, with the strong support of a team committed to Making Payments Mean More. Employees at Dash Solutions are united by our mission, aligned with our vision, and driven by the values that make us unique. Here, we believe that personal growth fuels company success, and we support each other every step of the way.

Some Benefits to Working at Dash Solutions Include:

• Competitive salary and benefits package
• Flexible PTO policy
• Matching 401(k) plan
• Comprehensive medical, dental, vision, life, and disability coverage
• Transparent, supportive culture with a highly accessible executive team and regular company-wide updates
• Engaging corporate culture with events, perks, and team celebrations

Our Core Values

1. Solutions : We create innovative solutions that drive long-term value for our clients and shareholders
2. Passion : We are passionate about delivering for our clients every day
3. Authenticity : We lead and communicate authentically - with purpose, clarity, and candor. Respect : We row together with respect for everyone and enjoy the ride
4. K nowledge: We learn, we grow, we continuously evolve

Diversity & Inclusion at Dash Solutions:

Dash Solutions is proud to be an Equal Opportunity/Veterans/Disabled/LGBTQIA+ Employer. We believe in fostering a workplace that values diverse perspectives and backgrounds, and we are committed to a fair, inclusive recruitment process. Candidates from all backgrounds are encouraged to apply and help us shape the future of payments.