Customer Experience Associate (Part-Time)

Wisetack; United States; On-site; USD 55,000 - 85,000; 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 guide borrowers through the financing process with clarity and empathy. You will handle applications, approvals, payments, repayments, refunds, and account questions across multi-channel support, while staying aligned with lending requirements and company policies.

You will collaborate across teams to resolve issues, share insights for product and process improvements, and utilize AI tools to boost speed and outcome

Qualifications

• 2+ years in customer support, customer success, financial services, operations, or another customer-facing role.
• Excellent verbal and written communication skills.
• Willingness to work weekends.
• Comfortable in a high-volume phone support environment.
• Experience using AI tools to improve workflows or outcomes.
• Familiarity with consumer lending regulations or compliance-driven support.

Responsibilities

• Deliver exceptional borrower support across phone and other channels with clarity, empathy, and accuracy.
• Own borrower issues from first contact through resolution and coordinate with teams for timely updates.
• Identify recurring pain points and opportunities to improve documentation, workflows, and tools.
• Protect consumer trust and adhere to lending requirements and policies while solving problems.

Skills

Customer support

Communication

AI tools

Problem solving

Cross-functional collaboration

Regulatory awareness

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
• 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

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 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role Excellent verbal and written communication skills Willingness to work weekends Experience using Salesforce, Zendesk, or similar customer support platforms Bachelor’s degree preferred 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 Experience working with consumer lending products or other environments where accuracy, consistency, and attention to detail are critical Demonstrated ownership and follow-through from initial customer contact through final resolution Familiarity with consumer lending regulations or compliance-driven customer support Experience supporting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry