Senior AI-Powered Customer Experience Specialist (Remote)

United States Digital Space LLC

North Carolina

Hybrid

USD 60,000 - 90,000

Full time

8 days ago

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Job summary

United States Digital Space LLC in Columbus, OH (Easton office) is seeking a Senior Customer Contact Specialist. You’ll engage applicants primarily through live chat and phone, with email support as needed, delivering fast, clear, and empathetic assistance in a regulated lending environment.

You’ll own complex issues from start to finish, coordinating with Operations, Product, Risk, Compliance, and Engineering.

Qualifications

Experience independently resolving complex customer issues in financial services or fintech.
Exceptional written and verbal communication skills, including synthesizing incomplete information clearly.
Experience investigating complex problems across connected tools or workflows.
Experience managing multiple priorities, with strong documentation and follow‑through.
Experience learning and applying new products, policies, processes, or technologies in a fast-changing environment.

Responsibilities

Represent the company’s Customer Experience team across live chat, phone, email, and vendor support.
Develop expertise across a complex lending journey with multiple products and partners.
Own complex issues from start to finish and coordinate across Operations, Product, Risk, Compliance, Engineering, or lending partners.
Help build and improve support powered by AI, including prompts, workflows, automations, and evaluating outputs.
Turn observations into improvements by identifying root causes and implementing solutions that reduce friction.