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Escalations Associate, Remote (Evening/Night Shift)

November 15, 2025

About us

We’re changing the way people think about money. Albert is on a mission to help millions of Americans get smarter about money, building industry-leading features that offer a whole new way to bank, save, and invest. No one has to worry about making the wrong financial decisions.

Financial guidance is inaccessible and too expensive for most people, leaving millions of Americans with nowhere to turn for help with their money. We believe that everyone deserves access to a complete financial manager, and we’re building it.

We’re a startup with a proven business model, backed by top-tier institutional investors and with nearly 17 million users who have trusted Albert to help them achieve their financial goals. We're on a mission to democratize money management through our simple, beautifully designed product, and we're looking for thoughtful, talented people to join us on our journey.

About the role

Step into the pivotal role of Escalations Associate within our fast-growing Genius team, working specifically during the overnight shift, including weekends. In this position, you will be the cornerstone of our customer support, expertly navigating the most complex and sensitive issues our customers face after business hours. Your day-to-day will involve masterfully de-escalating high-tension conversations, diagnosing and remedying technical problems, and identifying trends in escalations to preemptively address potential issues. Your contributions will not only resolve immediate challenges but also drive forward initiatives that enhance the overall quality and performance of our customer experience.

Things you're good at

Empathy: You bring a deep sense of understanding and compassion to every customer interaction, transforming challenging conversations into positive resolutions.
Problem-solving: Your ability to navigate complex issues and find effective solutions is unparalleled, ensuring customer concerns are resolved with efficiency and accuracy.
Decision quality: You're known for making sound judgments, drawing on a mix of analysis, wisdom, and experience to make the right call, even under pressure.
Innovation: Your forward-thinking approach enables you to identify and implement process improvements, enhancing both customer satisfaction and operational effectiveness.
Analytical skills: You possess a sharp ability to identify patterns and trends in customer escalations, using this insight to develop strategic resolutions.

Responsiblities

Become a linchpin in de-escalating emotionally charged exchanges, ensuring customer satisfaction and loyalty.
Tackle and resolve advanced technical issues, providing clarity and assurance to our users.
Analyze resolved escalations to identify trends and develop proactive solutions to mitigate future escalations.
Champion initiatives aimed at improving our customer experience, driving new benchmarks for quality and performance.
Contribute to a collaborative and positive team atmosphere, encouraging shared success and continuous learning.

Requirements

At least 2 years of experience in customer service, demonstrating your ability to navigate and resolve customer inquiries with skill and care.
Proven experience in handling escalations, showcasing your ability to manage complex and sensitive issues with tact and efficiency.
A strong background in managing a high volume of support requests via email or text, ensuring each customer receives timely and personalized assistance.
Comfortable being the last line of defense in the customer support chain, adept at resolving the most challenging issues that others could not.

Benefits

Competitive salary and meaningful equity.
Health, vision, and dental insurance.
401(k) match.
Weekly delivered meals.
Monthly wellness stipend.
A remote work environment that's collaborative and supportive.
Career growth opportunities in a company with a meaningful mission.

Job Applicants California Privacy Notice

This California Privacy Notice applies to personal information of California job applicants that Albert collects and processes as it relates to the submission of a job application.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...