Customer Support Agent - Remote

Overview

We’re on a mission to help our customers and their communities unlock economic mobility for generations to come. Join the team that’s making our goal a reality.

At Possible, we’re building a new type of consumer finance company. One that helps our customers stay out of debt rather than profit from them staying in it. As a Public Benefit Corporation, it is our mission and responsibility to help communities unlock economic mobility through affordable credit products crafted to improve financial health.

Founded in 2017, our lead VCs are Canvas and Union Square Ventures. We have over 100,000 reviews on the App Store with a 4.8-star average rating.

Since our founding, we have redefined how people approach small-dollar loans—delivering over $1 billion in funding to more than 1 million customers, issuing over 4 million loans, and saving our customers more than $500 million.

In Short

• Receive and respond to customer inquiries received via email, callbacks, and other channels as needed
• Classify inquiries based on severity and priority
• Investigate and/or resolve inquiries according to knowledge base articles and reference materials
• Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 / Tier 3 team
• Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
• Participate in cross training in order to assist with backup coverage for other areas of Operations as needed
• Possess a comprehensive understanding of our company mission, products, and full range of services offered

Requirements

• Fluency in English, both written and verbal
• Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers
• Ability to multi-task in a fast-paced and constantly evolving environment
• Self-motivated to gain basic proficiency with new technologies
• Ability to work independently or work in small teams
• Strong analytical problem-solving abilities
• 1-2 years of experience in a customer service role
• Experience working in the FinTech care industry is a plus

Benefits

• Opportunity to contribute to a mission-driven company
• Work in a dynamic and supportive environment
• Chance to grow your skills in the FinTech industry
• Collaborate with a diverse and talented team
• Flexible working conditions