Support Specialist

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

Requirements

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)

Benefits

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

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