Customer Support Specialist

Employment Type: Full-time Location Type: Remote Language: English Published: 2025-07-29

Position Overview

Credit Key is dedicated to providing a superior business payment experience at the B2B point-of-purchase. Our primary product empowers B2B merchants to offer buy-now-pay-later financing at e-commerce checkout. We are currently seeking an enthusiastic and quick-thinking Customer Support Specialist to join our dynamic client success team. In this role, you will be instrumental in delivering exceptional solutions and outcomes for our Credit Key clients and merchants, fostering long-term customer loyalty.

Responsibilities

• Handle all incoming inquiries from borrowers and merchants through our support channels (phone, chat, and email).
• Address a range of issues including loan and payment-related matters, technical difficulties, and general inquiries.
• Efficiently manage a high-volume call environment, averaging 30-50 calls per day.
• Collaborate cross-functionally with other Credit Key teams to analyze, assess, and resolve basic to medium customer issues.
• Work closely with the internal Risk team to resolve risk-related issues owned by the Support team.
• Evaluate and handle customer inquiries regarding invoice requests (Credit Key Anywhere).
• Identify trends and areas for improvement in communication, processes, and product features.
• Stay current with new product features and improvements.
• Meet targets for customer satisfaction, efficiency, and issue resolution.
• Gather customer feedback and share it with the leadership team.

Requirements

• Experience with Zendesk is strongly preferred.
• 1+ years of experience in a high-volume customer service role, preferably within the fintech, SaaS, or startup sectors.
• Prior experience in a tech or startup environment is preferred.
• Experience in the financial services industry is preferred.
• Must possess schedule flexibility to meet departmental needs (schedule will be based on EST hours).
• A forward-thinking problem solver with the ability to make a positive impact through personality and enthusiasm, while critically thinking to find outstanding solutions.
• Detail-oriented and organized with a high ability to multitask.
• Ability to work independently and adapt in a fast-paced, ever-changing environment.
• Tech-savvy with superior critical thinking skills for on-the-spot troubleshooting.

Benefits

• Competitive Compensation Package
• Great Healthcare Benefits
• 401k Match
• 100% Remote
• 4/10 (4 days a week, 10-hour shifts) schedule after a 90-day probationary period.
• Work From Home Stipend
• Supportive, highly collaborative team environment
• 144 hours of PTO + fixed company holidays

Company Information

Credit Key aims to deliver a superior business payment experience at B2B point-of-purchase. Our core product allows B2B merchants to offer buy-now-pay-later financing at ecommerce checkout.