Customer Experience Associate

Wisetack; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Stock options

401(k) plan

Comprehensive health plans

Flexible PTO

FSA/HSA

Additional health services memberships

Learning and development stipends

Commuter benefits

Job summary

Wisetack is seeking a Customer Experience Associate I, Borrower Support to help borrowers navigate applications, payments, and account questions with clarity and empathy. You will respond across channels, set expectations, and ensure accurate resolutions.

The role requires sound judgment, strong follow-through, and comfort with AI tools to improve speed and outcomes while upholding privacy and trust. You’ll partner with Product, Engineering, Risk, and Operations to drive better borrower

Qualifications

• 2+ years in customer support or similar role
• Experience with consumer lending or regulated industries
• Strong written and spoken English

Responsibilities

• Provide borrower support by phone and across other channels, helping with applications, approvals, payments, repayment, refunds, and account questions
• Document interactions accurately and keep borrowers informed on status, ownership, and next steps
• Identify recurring issues and share insights with Product, Engineering, Risk, and Operations
• Use AI tools to improve speed, quality, and outcomes while protecting privacy and trust
• Escalate and coordinate across teams to ensure timely resolution of borrower inquiries

Skills

Communication skills

AI tools familiarity

Customer support experience

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree preferred

Tools

Salesforce

Zendesk

Job description

• At Wisetack, customer experience is a competitive advantage. As a Customer Experience Associate I, Borrower Support, you will help borrowers navigate their financing experience with clarity, empathy, and accuracy
• This role requires sound judgment, strong follow-through, and the ability to protect consumer trust in high-stakes lending conversations
• As an AI-forward company, we’re excited about candidates who are curious, adaptable, and eager to use AI tools to work more effectively, improve customer outcomes, and help shape the future of support at Wisetack
• Deliver exceptional borrower support: Support borrowers by phone and across other channels, helping them navigate applications, approvals, payments, repayment, refunds, and account questions with clarity, empathy, and accuracy. Set clear expectations for next steps, follow-up, and escalations
• Navigate consumer lending with care: Follow lending requirements, company policies, and established processes while identifying risks, complaints, or issues that need review. Partner cross-functionally to resolve issues responsibly and balance customer advocacy with responsible lending practices
• Own customer outcomes: Own borrower issues from first contact through resolution, following up and coordinating across teams to deliver timely answers. Document interactions accurately and keep borrowers clear on status, ownership, and next steps
• Turn customer contacts into insights: Identify recurring pain points, process gaps, product friction, and operational opportunities. Share insights with Product, Engineering, Risk, Operations, Merchant Success, and other partners to improve documentation, workflows, macros, and scalable fixes
• Embrace AI and continuous improvement: Use AI tools to improve speed, quality, customer outcomes, and efficiency while protecting empathy, accuracy, privacy, and trust. Share best practices, explore better ways of working, and stay flexible as business needs evolve, including support for merchants

Benefits

• Stock options
• 401(k) plan
• Comprehensive health plans
• Flexible PTO
• FSA/HSA
• Additional health services memberships
• Learning and development stipends
• Commuter benefits

• Demonstrated ownership and follow-through from initial customer contact through final resolution
• Comfortable spending the majority of your workday supporting customers over the phone in a high-volume environment
• Experience leveraging AI tools to improve customer support workflows or operational efficiency
• Excellent verbal and written communication skills
• Experience using Salesforce, Zendesk or similar customer support platforms
• Experience working with consumer lending products or other environments where accuracy, consistency, and attention to detail are critical
• 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role
• Bachelor’s degree preferred
• Willingness to work weekends
• Experience supporting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry
• Familiarity with consumer lending regulations or compliance-driven customer support