Customer Success Advocate (Spanish Bilingual)

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 in PST hours.

In this role, you will provide support to sellers with loans questions/needs and become a leader in all inquiries. You will use your proximity to customers to identify issues that will continually improve the customer experience for loans borrowers. The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience. Successful agents quickly become experts on loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.


Responsibilities:

• Effectively solve customer inquiries via phone and email using a CRM tool
• Understand escalation paths to effectively triage a Seller’s needs based on where they are in the cycle of their loan in order to mitigate risk
• Answer customer questions regarding business documents or current loan information
• Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Identify, document and follow up with cross functional teams on product bugs and features
• Advocate for the Seller community by identifying trends in issues and suggesting improvements to processes, policies and products
• Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to the Sellers
• Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
• Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.

Qualifications:

• 1+ years of professional experience with either a financial institution or payment provider preferred
• 1+ years of customer service experience
• Bilingual, with strong proficiency in both Spanish and English.
• Written and verbal communication skills
• Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
• Experience in direct customer facing roles
• Interest in implementing feedback and dedicated to the improvement of your skills and work
• Strong organizational, analytical, written and verbal communication skills
• Superb attention to detail
• Excellent time-management skills
• A desire to help people and improve the customer experience
• Bilingual in Spanish strongly preferred

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.

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

Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

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.