Escalations Support Representative

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

ID.me is looking for an Escalations Agent to provide mission-critical identity verification support to our users. Our Member Support organization is composed of multiple units covering a breadth of technical, video, and email-related support.

We are looking for candidates who are passionate about customer service, take identity security seriously, and who want to join a thriving, fast growing team where there are multiple opportunities for upward mobility.

The Escalations Agent will support the Executive, Legal and Public Sector team with communications and support for any requests that need assistance from Member Support. This position will report directly to the Member Support Escalations Team Lead.

• We are currently looking for individuals that are open to work Tuesday – Saturday [10:30am-7:00 PM] and Monday-Friday [3:30pm-12:00am] 

Responsibilities

• Handle member and customer support escalations 
• Monitor account-specific help desk tickets and member social media posts shared by internal ID.me employees. 
• Work closely with the Product and Engineering team to resolve urgent customer issues
• Intermediate to advanced computer skills including proficiency and multi-tasking abilities with browsers, search engines, and operating systems
• Excellent written, verbal, and interpersonal skills
• Ability to execute multiple tasks simultaneously in a fast-paced, high-volume work environment

Qualifications

• At least 1 year as an ID.me Employee 
• At least 2 years of customer service experience in a high volume support environment
• Experience with customer escalations a plus
• Experience with Zendesk
• Proven ability to visualize data
• Strong attention to detail
• Strong understanding of troubleshooting in Support
• Strong interpersonal skills with a high degree of emotional intelligence
• Strong written and verbal communication
• Able to work out of the Mclean or Tampa office, on site

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me’s policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.

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