Customer Support Specialist
About the RoleWe are seeking a skilled Customer Support Specialist who will engage with our clients on a daily basis and will maintain and grow our string reputation for customer focused company under the guidance of the Director of Customer Support.Our Support Team is a highly motivated client facing energetic team based in NYC and covering a a wide range of responsibilities including fraud detection and prevention, engaging with consumers, delinquencies recovery, and building excellent consumer experience. You will be challenged to become an expert in our lending operations and will work closely with other teams in the company to deliver solutions to our users. In this position, you will be focused on helping users navigate through applications as well as establish repayment options on delinquent loans.Duties & ResponsibilitiesHandle incoming support requests from customers and prospects through various channels, such as live chat, email, and phoneServe as a product expert and maintain exceptional knowledge of the product as we continue to add new featuresIdentify, troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate partiesContribute to team KPIs (Key Performance Indicators) by improving average response and resolution times, as well as customer satisfaction ratingsCollaborate with other members of operations and customer success teams to escalate issues where appropriateRequired Skills & Abilities Extremely comfortable with computers and G-suite and able to quickly learn new systems & processesDemonstrated analytical, problem-solving and system knowledge, and passion for process improvementStrong negotiating, communication, typing, and written communication skillsDetail-oriented and a passion for accuracyComfortable spending a majority of your time engaging with a customer over the phoneExcellent verbal and written communication skills, with the ability to convey complex information to both technical and non-technical audiences.Proven ability to work collaboratively in a team environment and manage multiple priorities.Nice to HaveBilingual in SpanishLoan Servicing experienceBackground in FinanceExperience in a start-up environmentWork LocationKashable is located in Midtown Manhattan, New York City.Office expectation: In-person attendance is required 3–4 times a week to collaborate effectively with the team.Education & ExperienceB.A Bachelor’s degree2+ years of experience as a support representative in a high energy environment.1+ year of experience handling support on inbound calls.About KashableKashable is a fast-growing, venture-backed FinTech startup headquartered in NYC. We provide inclusive, socially responsible, low-cost credit to American employees, offered as a voluntary benefit through their employer. Kashable has raised over $400 million in capital, and has provided more than $1.5 billion in loans to working Americans across a footprint of employer clients representing 4 million employees. Founded in 2013 by a team of serial entrepreneurs with deep industry experience, Kashable has become the leading provider of financial wellness solutions in the workplace, serving many Fortune 500 companies, governments, hospitals, and universities. We are a dynamic, ambitious, and hard-working team redefining financial well-being for working Americans.Perks & BenefitsMedical, dental (including orthodontics), and vision insurancePTO and holidays401(k) plan with employer matchPaid parental leaveSubsidized ClassPass membershipVoluntary life and disability insuranceFlexible Spending Accounts (FSAs)Commuter benefitsPet insuranceWeekly catered lunches and a fully stocked kitchenTeam events, lunch & learns, happy hours, birthday celebrations, and volunteer opportunities