Customer Experience Associate I — AI-Powered Fintech Support

Wisetack; Oregon; Hybrid; USD 30,000 - 39,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Wisetack is seeking a Customer Experience Associate I, Borrower Support to help borrowers navigate financing with clarity, empathy, and accuracy. You will work with AI tools to speed responses while keeping trust and privacy front and center.

This role requires strong communication, ownership from first contact to resolution, and the ability to perform in a high-volume phone-driven environment, with weekend availability.

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. 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 client 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.

Skills

Customer support

Phone support

Communication

AI tools usage

Ownership

Attention to detail

Weekend availability

Education

Bachelor's degree preferred

Tools

Salesforce

Zendesk

Job description

Wisetack is seeking a Customer Experience Associate I, Borrower Support to help borrowers navigate financing with clarity, empathy, and accuracy. You will work with AI tools to speed responses while keeping trust and privacy front and center.

This role requires strong communication, ownership from first contact to resolution, and the ability to perform in a high-volume phone-driven environment, with weekend availability.