Customer Experience Associate I

Remote; San Francisco (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Wisetack is seeking a Customer Experience Associate I, Borrower Support in San Francisco. You will guide borrowers through the financing journey with clarity and empathy, leveraging AI tools to improve outcomes while maintaining trust in high-stakes conversations.

Join a fast-growing fintech that values bold ownership, fast execution, and collaboration. The role emphasizes phone-based support in a high-volume environment and offers equity and benefits as part of the compensation.

Qualifications

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

Responsibilities

• 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.
• Navigate consumer lending with care: Follow lending requirements, company policies, and established processes while identifying risks, complaints, or issues that need review.
• Own customer outcomes: Own borrower issues from first contact through resolution, following up and coordinating across teams to deliver timely answers.
• Turn customer contacts into insights: Identify recurring pain points, process gaps, product friction, and operational opportunities.
• Embrace AI and continuous improvement: Use AI tools to improve speed, quality, customer outcomes, and efficiency while protecting empathy, accuracy, privacy, and trust.

Skills

Customer support

Phone support

Communication

Ownership

Attention to detail

Education

Bachelor's degree preferred

Tools

Salesforce

Zendesk

Job description

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops).

Our leadership team comes from top fintech companies such as Lending Club, Affir, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, Quadrille, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly.

We’re also proud to have received recognition from the fintech world. Awards we’ve won include:

• Ranked #21 on 2024 Inc. 5000 based on revenue growth

• Ranked #15 on 2024 Deloitte Fast 500 based on revenue growth

• 2024 Best Embedded Finance Solution for Banking Tech Awards

• 2023 Best Consumer Lending Program by Tearsheet

• 2023 Best Point of Sale Product by Fintech Breakthrough

But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for financial services and 36 for SaaS companies.)

As a result of our efforts in building this healthy company culture, we’ve been nominated to several Great Places to Work lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together.

This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

• Put customers first (that’s our M.O.)

• Act fast (leverage our startup environment).

• Lead the way (show and tell).

• Take ownership (everyone is hands-on here).

• Be a good human (no egos, build financial products that do right by people).

Learn more about our values here.

The Role

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.

Responsibilities

• 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.

Requirements

• Bachelor's degree preferred.

• 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role.

• Experience leveraging AI tools to improve customer support workflows or operational efficiency.

• Comfortable spending the majority of your workday supporting customers over the phone in a high-volume environment.

• Excellent verbal and written communication skills.

• Demonstrated ownership and follow-through from initial customer contact through final resolution.

• Experience working with consumer lending products or other environments where accuracy, consistency, and attention to detail are critical.

• Experience using Salesforce, Zendesk, or similar customer support platforms.

• Willingness to work weekends.

Bonus points

• 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.

Conclusion

The hourly rate for the position is $25.00, plus equity, and benefits.

Spend a little time on our About Us page and check out our Press page and our blog for more.

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making. Our data practices are described in Wisetack’s Privacy Policy.