Customer Success Advocate (100% Remote)

Our Customer is an American financial services and digital payments company based in San Francisco, California. They’re working to help their diverse audiences — sellers, individuals, artists, fans, developers, and all the people in between — overcome barriers to access the economy.

We are seeking a highly motivated Customer Success Advocate on a contract basis to help support our Customer's business needs. This role is 100% remote.

Responsibilities:

• Provide first-level support to sellers with questions related to business financing and loan products
• Resolve customer inquiries via phone and email using CRM tools
• Triage and escalate seller issues appropriately based on the loan lifecycle stage to support risk mitigation
• Answer customer questions related to business documentation and current loan information
• Meet or exceed service level agreements for timely and accurate case resolution
• Identify, document, and follow up on product bugs and feature requests with cross-functional teams
• Advocate for the seller community by identifying issue trends and recommending process, policy, or product improvements
• Collaborate with cross-functional teams to resolve complex inquiries and support a high-quality customer experience
• Participate in ongoing training to maintain compliance knowledge, including BSA/AML responsibilities
• Work effectively in a remote or distributed environment using collaboration tools such as Slack and video conferencing

Skills and Qualifications:

• 1+ years of customer service experience
• Strong written and verbal communication skills
• Experience working in direct customer-facing roles
• Excellent organizational, analytical, and time-management skills
• Strong attention to detail and ability to manage multiple tasks
• Ability to adapt quickly in a fast-paced, evolving environment
• Interest in continuous improvement and incorporating feedback
• Desire to help customers and improve the overall customer experience

Preferred:

• 1+ years of experience with a financial institution or payment provider
• Experience working in a startup or high-growth environment
• Passion for financial products and helping small businesses grow
• Bilingual in Spanish

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.