SFS Customer Success Advocate

4 weeks ago


Salt Lake City, United States Tailored Management Full time
Customer Success Advocate
Duration: 06 months contract with possibility of extension.
Location: Remote
Start: Targeting November 2024
Pay Range: $25.00 to $26.68.00/hr on W2
Benefits: Medical, dental, vision, sick time based on state laws

bout the Role:
*** is seeking a motivated Customer Success Advocate to provide exceptional support and risk mitigation within the business financing space. *** aims to help customers grow their businesses by providing funding through *** Loans, and this role will serve as the first point of contact for Sellers needing assistance with loan-related inquiries. You will act as a problem solver, managing risk while delivering a seamless experience to *** Loan borrowers. Successful candidates will quickly become experts on Square Loans and play an essential role in improving customer satisfaction and shaping product development.

Key Responsibilities:
  • Provide prompt and effective support to *** Sellers via phone and email using a CRM tool.
  • Triage and escalate customer issues appropriately, based on the loan cycle stage, to mitigate potential risks.
  • Respond to inquiries regarding business documents or current loan information.
  • Meet or exceed service-level agreements (SLAs) to minimize revenue losses and ensure timely resolution of issues.
  • Identify and report product bugs and suggest improvements to cross-functional teams to enhance processes and product features.
  • dvocate for Sellers by identifying issue trends and recommending solutions to improve policies, processes, and the customer experience.
  • Collaborate with other teams to gather accurate answers and provide support to teammates.
  • Stay updated on BSA/AML requirements through ongoing training and perform relevant duties as needed.
  • Effectively operate in a remote work environment using tools like Slack and video conferencing to collaborate with team members.

Required Skills and Qualifications:
  • 1+ years of customer service experience (preferably with a financial institution or payment provider).
  • Bilingual in Spanish strongly preferred.
  • Strong written and verbal communication skills.
  • bility to thrive in a fast-paced, start-up environment and adapt quickly to changing situations.
  • Experience in direct customer-facing roles.
  • Willingness to receive and implement feedback to improve skills and performance.
  • Excellent time management, organizational, nd analytical skills.
  • Keen attention to detail with a passion for improving the customer experience.
  • Enthusiasm for *** products and commitment to delivering exceptional service.

Education and Experience:
  • 1+ years of customer service experience.
  • Experience with financial services or payment providers preferred.


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