Customer Support Specialist - Remote

Credit Key aims 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 seeking an enthusiastic, quick-thinking Customer Support Specialist for our fast-paced client success team. As a member of the Client Success Team, you will deliver amazing solutions and outcomes for our Credit Key clients and merchants, leading to long-lasting customer loyalty.

What you’ll do

• Handle all incoming inquiries from our borrowers and merchants, via our available support channels (phone, chat, and email)
• Efficient in a high-call volume environment ranging on average from 30 to 50 calls per day
• Collaborate cross-functionally with other Credit Key teams to analyze, assess, and resolve complex customer issues
• Work closely with our internal Risk team to resolve risk-related issues that are owned by the Support team
• Evaluate and handle customer inquiries regarding their invoice requests (Credit Key Anywhere)
• Resolve escalated customer inquiries daily including but not limited to loan and payment-related matters, technical issues, and other general questions via our contact channels
• Help identify trends and areas of improvement including communication, process updates, and product features
• Stay up to date on new product features and improvements
• Meet customer satisfaction, efficiency metrics, and issue resolution targets
• Gather customer feedback and share it with our Product, Sales, and Marketing teams

Requirements

What we're looking for

• Experience with Zendesk strongly preferred
• Must have 1+ year of experience in a high-volume customer service role
• Prior experience in a tech or startup environment preferred
• Financial services industry experience preferred
• Must have schedule flexibility to assist in meeting our department’s needs (schedule will be based on EST hours)
• Forward-thinking, problem solver who can make an impact on our clients with their personality and enthusiasm while critically thinking of the most outstanding solutions
• 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

Benefits

Why you want to work with us

• Competitive Compensation Package
• Great Healthcare Benefits
• 401k Match
• 100% Remote
• 4/10 (4 days a week 10-hour shifts) schedule after a 90-day probationary period
• Work From Home Stipend
• Supportive, highly collaborative team environment
• PTO + 10 fixed company holidays