Customer Success Advocate

4 weeks ago


Salt Lake, Utah, United States Tailored Management Full time
About the Role

Tailored Management is seeking a motivated Customer Success Advocate to provide exceptional support and risk mitigation within the business financing space. This role will serve as the first point of contact for Sellers needing assistance with loan-related inquiries.

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.
  • Advocate 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.
  • Ability 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, and analytical skills.
  • Keen attention to detail with a passion for improving the customer experience.
  • Enthusiasm for Tailored Management 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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