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Support Specialist - Remote

Credit Key

Credit Key

Customer Service
United States
Posted on Friday, November 3, 2023

Credit Key’s mission is to deliver a superior business payment experience at B2B point-of-purchase. Our core product allows B2B merchants to offer buy-now-pay-later financing at ecommerce checkout.

We are looking for an enthusiastic, quick-thinking Support Specialist for our fast-paced Client Success team. As a member of the Client Success team, you will be responsible for delivering amazing solutions and outcomes for our Credit Key clients & merchants, that leads to long-lasting customer loyalty.

What you’ll do

  • Handle all incoming inquiries from our borrowers & merchants, via our available support channels (Email, Chat & Phone)
  • Route certain inquiries that come to the Support team to the relevant departments to assist further
  • Work closely with our internal Risk team to resolve risk related issues that are owned by the Support team
  • Evaluate and process Credit Key Anywhere orders, and handle customer inquiries regarding their invoice requests
  • Resolve escalated customer inquiries on a daily basis including but not limited to loan and payment related matters, technical issues, and other general questions via phone call, email, and chat
  • Help identify trends and areas of improvement including communication, process updates, and product features
  • Collaborate cross-functionally with other Credit Key teams to analyze, assess, and resolve complex customer issues
  • Stay up to date on new product features and improvements
  • Analyze and report product issues to our Engineering and Development teams
  • Meet customer satisfaction, efficiency metrics and issue resolution targets
  • Gather customer feedback and share with our Product, Sales and Marketing teams

What we're looking for

  • 1 year + experience of a high volume customer service role
  • Forward thinking, problem solver who can wow our clients with their personality and enthusiasm while critically thinking of the most outstanding solutions
  • Is detail oriented and organized with a high ability to multitask
  • Can work independently and can pivot in a fast paced, ever changing environment
  • Tech savvy and can troubleshoot on the spot using superior critical thinking skills
  • Bilingual in Spanish is a plus+
  • Prior experience in a tech or startup environment a plus+
  • Financial services industry experience a plus+
  • Experience with Zendesk a plus+
  • Schedule flexibility to assist in meeting our department’s needs as we grow (CST & EST schedule availability, as well as possibility of growth into weekend support)

Why you want to work with us

  • Competitive Compensation Package
  • Great Healthcare Benefits
  • 401k Match
  • 100% Remote
  • 4/10 schedule
  • Work From Home Stipend
  • Supportive. Highly collaborative team environment
  • 15 days vacation + fixed company holidays