How Earnin rebuilt their customer service process ahead of launching a new feature

Earnin provides a suite of financial services that allow customers to access their earnings before payday, helping them manage bills and reduce financial stress, particularly during the COVID-19 pandemic. To support these services, Paula Obler, a software engineer at Earnin, developed a new customer service tool using Retool to enhance the efficiency of customer support operations, particularly with the launch of the WeWin feature, which offers users a chance to win money as they save. The previous internal tools were outdated and inefficient, complicating workflows and slowing customer support response times. By using Retool, Paula's team was able to build a more streamlined and intuitive dashboard that consolidated customer data in one place, thereby improving the ease and speed of customer service interactions. This development not only simplified the onboarding process for new agents but also accelerated the development cycle for internal tools, allowing the team to launch new features more rapidly and effectively support Earnin's growing customer base.