Customer Support Specialist

Kashable; Las Vegas (NV); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical coverage

PTO & holidays

401(k) match

Parental leave

Life & disability insurance

FSAs

Team lunches

Team events

Job summary

Kashable is seeking a Customer Support Specialist to engage with clients daily and uphold our reputation for client focus. Based in Las Vegas, you will work with the Director of Customer Support and collaborate with fraud prevention, delinquency recovery, and customer success teams to resolve inquiries.

You will handle inquiries via live chat, email, and phone, become a product expert, document issues, and drive improvements in response times and customer satisfaction.

Qualifications

• 2+ years of experience as a support representative in a high energy environment.
• 1+ year of experience handling support on inbound calls.
• In-person attendance at Las Vegas office 3-4 days per week.

Responsibilities

• Handle incoming support requests from customers and prospects through various channels such as live chat, email, and phone.
• Serve as a product expert and maintain knowledge of new features.
• Identify and document priority issues for escalation and communicate findings.
• Contribute to team KPIs by improving response/resolution times and customer satisfaction.
• Collaborate with operations and customer success teams to elevate issues.

Skills

G Suite proficiency

Analytical skills

Communication

Typing speed

Written communication

Attention to detail

Phone support

Job description

We are seeking a skilled Customer Support Specialist who will engage with our clients on a daily basis and will maintain and grow our string reputation for customer focused company under the guidance of the Director of Customer Support.

Our Support Team is a highly motivated client facing energetic team based in Las Vegas and covering a a wide range of responsibilities including fraud detection and prevention, engaging with consumers, delinquencies recovery, and building excellent consumer experience. You will be challenged to become an expert in our lending operations and will work closely with other teams in the company to deliver solutions to our users. In this position, you will be focused on helping users navigate through applications as well as establish repayment options on delinquent loans.

Duties & Responsibilities

• Handle incoming support requests from customers and prospects through various channels, such as live chat, email, and phone
• Serve as a product expert and maintain exceptional knowledge of the product as we continue to add new features
• Identify, troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties
• Contribute to team KPIs (Key Performance Indicators) by improving average response and resolution times, as well as customer satisfaction ratings
• Collaborate with other members of operations and customer success teams to elevate issues where appropriate

Required Skills & Abilities

• Extremely comfortable with computers and G-suite and able to quickly learn new systems & processes
• Demonstrated analytical, problem-solving and system knowledge, and passion for process improvement
• Strong negotiating, communication, typing, and written communication skills
• Detail-oriented and a passion for accuracy
• Comfortable spending a majority of your time engaging with a customer over the phone
• Excellent verbal and written communication skills, with the ability to convey complex information to both technical and non-technical audiences.
• Proven ability to work collaboratively in a team environment and manage multiple priorities.

Nice to Have

• Loan Servicing experience
• Background in Finance
• Experience in a start-up environment

Work Location

Kashable is located in Las Vegas, NV.

Office expectation: In-person attendance is required 3-4 times a week to collaborate effectively with the team.

Education & Experience

• 2+ years of experience as a support representative in a high energy environment.
• 1+ year of experience handling support on inbound calls.

About Kashable

Kashable is a fast-growing, venture-backed FinTech startup headquartered in NYC with office in Las vegas, NV. We provide inclusive, socially responsible, low-cost credit to American employees, offered as a voluntary benefit through their employer. Kashable has raised over $400 million in capital, and has provided more than $1.5 billion in loans to working Americans across a footprint of employer clients representing 4 million employees. Founded in 2013 by a team of serial entrepreneurs with deep industry experience, Kashable has become the leading provider of financial wellness solutions in the workplace, serving many Fortune 500 companies, governments, hospitals, and universities. We are a dynamic, ambitious, and hard-working team redefining financial well-being for working Americans.

• Medical, dental (including orthodontics), and vision insurance
• PTO and holidays
• 401(k) plan with employer match
• Paid parental leave
• Voluntary life and disability insurance
• Flexible Spending Accounts (FSAs)
• Weekly catered lunches and a fully stocked kitchen
• Team events, lunch & learns, happy hours, birthday celebrations, and volunteer opportunities