Support Specialist - Remote

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. As we continue to grow our team, Credit Key is looking for an experienced marketing professional to lead all functions of the marketing department.

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
• 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