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Salary: USD 82,000 - 100,000 / annual
EarnIn is a fintech pioneer in earned wage access, enabling customers to access their earnings in real-time without mandatory fees, interest rates, or credit checks. The company is backed by top-tier investors including A16Z, Matrix Partners, DST, and Ribbit Capital, and operates with a healthy core business and strong runway.
As a Product Operations Specialist, you will bridge the gap between the Cash Out (EWA) product team and customer care operations. You'll become the resident expert on product mechanics and the end-to-end customer journey, surfacing insights, driving launch readiness, and ensuring seamless customer experiences.
Key responsibilities include:
- Investigating and auditing hundreds of support tickets monthly to surface customer pain points and insights to the product team
- Conducting user research including interviews, usability tests, and surveys; synthesizing findings and presenting actionable recommendations
- Leading cross-functional product launch readiness efforts, preparing customer care teams for new launches and experiments
- Monitoring and auditing transactional communications (email, push, in-app); drafting new customer-facing messages and securing legal/compliance approvals
- Developing and maintaining operational playbooks, SOPs, and execution calendars; educating CX agents on new features
- Building deep expertise in product mechanics, policies, and customer care procedures; auditing agent workflows and advising on initiative feasibility
- Partnering with Operations and Data Science to identify critical insights and make data-driven recommendations
- Leveraging AI tools to automate customer anecdote reporting and support decision-making
You'll work closely with product managers, PMM, customer care, legal, compliance, and data science teams in a fast-moving environment. The role requires 2 days per week in-office at the Mountain View headquarters.
