Support Specialist
Description
Credit Key’s mission is to deliver a superior business payment experience at B2B point-of-purchase. Our core product allows B2B merchants to offer buy-now-pay-later financing at ecommerce checkout.
We are looking for an enthusiastic, quick-thinking Support Specialist for our fast-paced Client Success team. As a member of the Client Success team, you will be responsible for delivering amazing solutions and outcomes for our Credit Key clients & merchants, that leads to long-lasting customer loyalty.
What you’ll do
- Handle all incoming inquiries from our borrowers & merchants, via our available support channels (Email, Chat & Phone)
- Route certain inquiries that come to the Support team to the relevant departments to assist further
- Work closely with our internal Risk team to resolve risk related issues that are owned by the Support team
- Evaluate and process Credit Key Anywhere orders, and handle customer inquiries regarding their invoice requests
- Resolve escalated customer inquiries on a daily basis including but not limited to loan and payment related matters, technical issues, and other general questions via phone call, email, and chat
- Help identify trends and areas of improvement including communication, process updates, and product features
- Collaborate cross-functionally with other Credit Key teams to analyze, assess, and resolve complex customer issues
- Stay up to date on new product features and improvements
- Analyze and report product issues to our Engineering and Development teams
- Meet customer satisfaction, efficiency metrics and issue resolution targets
- Gather customer feedback and share with our Product, Sales and Marketing teams
Requirements
What we're looking for
- 1 year + experience of a high volume customer service role
- Forward thinking, problem solver who can wow our clients with their personality and enthusiasm while critically thinking of the most outstanding solutions
- Is detail oriented and organized with a high ability to multitask
- Can work independently and can pivot in a fast paced, ever changing environment
- Tech savvy and can troubleshoot on the spot using superior critical thinking skills
- Bilingual in Spanish is a plus+
- Prior experience in a tech or startup environment a plus+
- Financial services industry experience a plus+
- Experience with Zendesk a plus+
- Schedule flexibility to assist in meeting our department’s needs as we grow (CST & EST schedule availability, as well as possibility of growth into weekend support)
Benefits
Why you want to work with us
- Competitive Compensation Package
- Great Healthcare Benefits
- 401k Match
- 100% Remote
- 4/10 schedule
- Work From Home Stipend
- Supportive. Highly collaborative team environment
- 15 days vacation + fixed company holidays