Customer Support Specialist - Austin

Position Overview

The Customer Support Specialist is the first point of contact for new applicants and is responsible for ensuring that our initial interactions meet the highest customer service standards. The role is responsible for responding to customer inquiries across a variety of contact channels and laying the foundation for a working relationship with our company. A primary focus of the Customer Support Specialist is to educate customers on the various benefits of obtaining funding through SmartBiz. Additionally, the Customer Support Specialist provides direct application support and is integral in reporting any recurring issues and customer feedback to our Operations and Product teams. Furthermore, the Customer Support Specialist is part of the first line of defense against fraud or suspicious activity. This position requires strong problem-solving abilities, empathy, and a commitment to delivering exceptional service.

We’re seeking a new teammate who is customer service obsessed, an exceptional communicator, organized, a problem solver, and enjoys working in a fast-paced financial technology environment. We are in the process of establishing a team and function from scratch, and thus, we are searching for someone willing to help shape how customer support can create value at Smartbiz. This is a fantastic opportunity to establish processes and grow your career.

Opportunities To Make An Impact:

• Create the initial relationship with small business applicants via phone, email, and online chat
• Understand basic financial statements and credit information and the ability to communicate this information with our customers
• Learn how to pre-screen small business loans based on loan eligibility information
• Consult with applicants to pre-qualify them for a SmartBiz loan and facilitate a streamlined pre-qualification process
• Work with all teams to incorporate customer feedback into the product
• Triage new issues, projects, and processes as they arise and as the SmartBiz marketplace and application evolves
• Opportunity to support leadership in the setup of customer support procedures, processes, and systems

Who You Are:

• 2+ years of customer service and/or sales experience with an ability to quickly develop rapport with customers 
• Exceptional verbal and written communication skills
• Ability to work well independently and within a team
• Great organizational skills and experience creating your own task management processes
• Ability to explain basic financial terms in clear language while maintaining professionalism and organization
• Process-oriented with basic familiarity of enterprise tools (Salesforce, Zendesk, RingCentral)