Who we are:

The US freight market is made up of 1.6 million trucking companies (carriers), and 95% are small businesses with 10 or fewer trucks. Truckers are the backbone of the American economy, providing a crucial logistics service while simultaneously doing all the additional work that comes with owning and operating a small business. The current banking and accounts receivable management technology available today is not built for the unique needs of this industry, forcing carriers to settle for multiple suboptimal solutions. We want to even the playing field and help them take control of their finances by building tools specific to their needs.

We are building a fintech platform that fundamentally understands a trucker’s business and optimizes cash flow to help them save money and grow their business. Outgo is a vertical banking solution that handles invoicing, accounting, factoring, and banking all in one place. We are revolutionizing money management for trucking companies so they no longer have exorbitant rates, hidden fees, or long contracts. We’re a mission driven team that loves building products that put our customers at center. Join us and help us partner with truckers to improve their bottom line.

Our office is located in the South Lake Union neighborhood in Seattle, and we operate on a hybrid basis. You are expected to work in the office a minimum of 3 days per week.

About the role:

We are seeking a dedicated and empathetic Customer Support Representative & Collections Specialist to join our team. In this role, you will often be the first point of contact for our customers, offering support and solutions to inquiries, complaints, and feedback. You will also maintain customer collection efforts and metrics. The ideal candidate will possess strong technical skills, experience in debt collections, and a deep understanding of fintech solutions. Your mission will be to ensure customer satisfaction, mitigate outstanding customer debt, and foster a positive relationship between our customers and our company.

Key Job Components:

  • Customer Support (80%)
    • Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset.
  • Collection Management (20%)
    • Responsible for all incoming and outgoing collection communications. 
    • Research and resolve account disputes and collection discrepancies. 
    • Assist customers, brokers, and internal staff with collections issues. 
    • Document weekly collections activity and provide status updates 
    • Assist in payment plan negotiations 

Additional Responsibilities: 

  • Problem Resolution - Troubleshoot customer issues, offering clear and concise solutions. Escalate complex issues to the appropriate teams when necessary.
  • Product Knowledge -   Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information.
  • Feedback Collection - Actively seek customer feedback to improve our services and products. 
  • Team Collaboration - Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution.
  • Time Management - Adhere to established service level expectations for handling time and quality  

About You:

You are someone who…

  • Has proven experience in technical support, preferably within the fintech industry.
  • Shows proficiency in using CRM software and other customer support tools (Zendesk, Hubspot, Freshdesk…etc)
  • Demonstrates pride, ownership, and accountability for your work, and expects the same from those you work with.
  • Shares opinions openly on what's working and what's not across the product, tech stack, and team processes.
  • Is comfortable with independently owning large features with multiple moving parts.
  • Seeks feedback early and often in the development process.
  • Collaborates effectively and empathetically across different roles such as Design, Operations, and Product.
  • Identifies speed vs quality tradeoffs and balances them judiciously.
  • Believes diverse teams make better decisions and actively fosters a culture where every person can do their best work.
  • Has the ability to work in a fast-paced environment and to adapt to changing demands.
  • Exhibits excellent communication skills, both verbal and written.
  • Has 2-3 years’ experience

We’d be extra excited if….

  • You have proven experience in customer support or a related field.
  • You have familiarity with Fintech or the Freight industry. 
  • You have Hubspot experience 
  • You have startup experience 

If you are passionate about helping others and want to contribute to a positive customer experience, we would love to hear from you!

The pay rate for this role is between $24-38 per hour (equivalent of $50,000-80,000 annually). The specific pay rate offered will depend on several factors including but not limited to applicant’s skills and prior relevant experience. The hired candidate will be eligible for fully paid individual health benefits (50% dependents) with Regence Blue Shield, Delta Dental, and VSP, accrued time off, life insurance, and twelve holidays. Certain roles are eligible for additional rewards, including stock options. 

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