Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address inquiries from Providers and Consumers with a focus on achieving one-touch resolutions via phone, live chat, email, and SMS.

• Handle substantial volumes of both inbound and outbound communications with customers and providers while ensuring quality, accuracy, and efficiency.

• Investigate customer inquiries, evaluate account activities, and provide precise and timely solutions.

• Skillfully de-escalate complex customer situations using professionalism, empathy, and sound judgment.

• Accurately document all customer interactions and account-level issues.

• Collaborate with leadership to enhance customer experience, operational processes, internal systems, and team performance.

• Work in partnership with various departments to support Cherry’s growth in a dynamic, scaling fintech environment.

• Assist with Cherry’s overnight Customer Support Operations.

⛳️ Requirements

• A minimum of 1 year of experience in customer support or a comparable customer-facing position.

• Preferred experience in supporting consumer lending, fintech, or other financial products.

• Capability to multitask and de-escalate situations across voice, chat, email, and SMS platforms.

• Exceptional prioritization, organizational skills, and meticulous attention to detail.

• A strong work ethic and commitment to high performance.

• Experience in a startup environment is preferred.

• Ability to work independently in a fast-paced and ever-evolving environment while maintaining a team-oriented approach.

• Intermediate proficiency in Excel/Google Sheets is highly desirable.

• Excellent written and verbal communication skills, with a keen eye for detail.

• High school diploma or GED is required; a college degree is preferred.

• Availability to work from 12:00 AM to 9:00 AM ET under one of the specified schedule options.

• Must reside in the United States.

• Must be legally authorized to work in the United States.

• Must be available for assigned weekends and certain holidays based on business requirements.

🏝️ Benefits

• Generous equity grant.

• Comprehensive medical, vision, and dental benefits.

• Fully remote work environment.

• Seasonal company retreats in summer and winter.

• Monthly variable compensation with an annual target of $15,000, paid monthly.