Customer Success & Experience Specialist

Instant; Pensacola (FL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Professional growth and career develop

Collaborative team environment - every

Flexible vacation time

Medical, Dental, and Vision benefits

Job summary

Instant Financial is seeking a Customer Success Specialist to join the Customer Experience Team in Pensacola, FL. The role focuses on delivering positive assistance for inquiries and escalations from clients and outsourced call centers for the Instant Platform.

You will build a robust, scalable support system as the customer base grows, ensuring service delivery remains strong while informing product improvements to reduce defects at the source.

Qualifications

• Experience in customer service, technical support, or field support.
• Ability to communicate clearly in writing and verbally with diverse audiences.
• Proven ability to build strong customer relationships and deliver confident communication.
• Excellent analytical, problem-solving, organizational, and time-management skills; fast-paced execution.
• Self-motivated, results-driven, detail-oriented, deadline-driven, and action-oriented.
• Proficient with Microsoft Office and cloud-based software environments.
• Ability to solve complex problems with high attention to detail while managing priorities.
• Track record of adaptability, resourcefulness, and driving continuous process improvements.

Responsibilities

• Manage and resolve a queue of tickets from client administrators and Instant account holders.
• Perform advanced troubleshooting and work with cross-department teams to identify root causes.
• Partner with teams to improve the overall customer experience.
• Conduct monthly quality audits on call center interactions and support tickets for outsourced teams.
• Document and update standard operating procedures for trainings with internal and outsourced teams.
• Occasionally facilitate training sessions for call center agents.
• Provide occasional weekend coverage to monitor high-priority support tickets.
• Assist in other duties to support operational goals.

Skills

Customer service

Communication

Problem solving

Analytical thinking

Time management

Detail-oriented

Cross-functional collaboration

Training & onboarding

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Cloud-based software

Job description

Instant Financial is seeking a Customer Success Specialist to join the Customer Experience Team in Pensacola, FL. The role focuses on delivering positive assistance for inquiries and escalations from clients and outsourced call centers for the Instant Platform.

You will build a robust, scalable support system as the customer base grows, ensuring service delivery remains strong while informing product improvements to reduce defects at the source.