FinTech Customer Success Pro - Tier 1

OpenKrill; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Possible is hiring a Customer Support Specialist to join a fully distributed fintech team. You’ll respond to customer inquiries via email, chat, and phone, classify issues by severity, and help resolve them using knowledge base articles.

You’ll collaborate with cross-functional teams, own customer requests from start to resolution, and continuously learn about our mission to improve financial health for communities.

Qualifications

• Fluency in English, both written and verbal.
• Outstanding written and verbal communication skills.
• Ability to multi-task in a fast paced and constantly evolving environment.
• Self-motivated to gain basic proficiency with new technologies, including Ai usage.
• Demonstrated ability to support customers via chat, phone, and email.
• Ability to work independently or in small teams.
• Strong analytical problem-solving abilities.
• 1-2 years of experience in a customer service role.

Responsibilities

• Receive and respond to customer inquiries via email, callbacks, and other channels.
• Classify inquiries based on severity and priority.
• Investigate and resolve inquiries according to knowledge base.
• Escalate issues to Tier 2/3 teams when needed.
• Provide timely updates to customers until resolution or escalation.
• Participate in cross training to support other areas of Operations.

Skills

FLUENCY IN ENGLISH

CLEAR COMMUNICATION

MULTI-TASKING

ADAPTABILITY

CUSTOMER SERVICE

AI PROTOOLS

Job description

Possible is hiring a Customer Support Specialist to join a fully distributed fintech team. You’ll respond to customer inquiries via email, chat, and phone, classify issues by severity, and help resolve them using knowledge base articles.

You’ll collaborate with cross-functional teams, own customer requests from start to resolution, and continuously learn about our mission to improve financial health for communities.