User Support Specialist

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Respond to incoming customer calls by understanding the reason for their contact, identifying solutions, and executing or escalating as necessary.

• Handle both inbound and outbound calls efficiently and in a timely manner.

• Deliver precise support from start to finish for customer inquiries or issues.

• Achieve or surpass call center and operational performance metrics while ensuring consistent customer service.

• Recognize trends or systemic challenges and escalate them internally as an advocate for customers.

• Effectively listen and show empathy towards customers who are frustrated or facing financial stress.

• Review customer accounts and provide updates and information related to billing and payments.

• Maintain records of conversation details and log them into the database.

• De-escalate situations involving dissatisfied customers with patience and support.

• Stay updated on product offerings to provide accurate assistance.

• Report directly to the Senior Manager of Technical Support.

⛳️ Requirements

• Minimum of 2 years of experience in call center or customer service roles.

• Background in fintech or financial services, especially in loan or mortgage support.

• Ability to assess customer situations, articulate requests, and develop solutions.

• Proficient listening, verbal, and written communication skills in both Spanish and English.

• Capability to excel in a fast-paced, goal-driven environment with a proven record of high performance.

• A positive attitude and ability to work collaboratively with team members and internal departments.

• Basic knowledge of REST APIs and SQL for data review and querying is advantageous.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage, fully paid for full-time employees and 70% for dependents.

• Unlimited paid time off (PTO) and sick leave, along with 14 company holidays to promote a balanced work-life experience.

• 100% 401k match up to 4% with immediate vesting benefits.

• Generous and competitive parental leave policy for all parents.

• $1,000 desk setup allowance to customize your remote office environment.

• $100/month reimbursement for wifi/cell phone expenses.

• Summer Fridays (half-day Fridays) typically from late May through the end of August.

• Commuter benefits available for those opting to work in our New York City or San Francisco office locations.

• Incentive Stock Option (ISO) grant, pending Board approval.