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Customer Success Advocate

2 months ago

Provo, Utah, United States Tailored Management Full time
About the Role

We're seeking a dedicated Customer Success Advocate to join our high-performing team at Tailored Management, supporting business financing and helping small and medium-sized enterprises (SMEs) thrive. In this role, you'll be the first point of contact for customers with loan-related questions, providing expert support and identifying ways to continually improve the customer experience.

Key Responsibilities
  • Provide Exceptional Customer Service: Offer top-notch support to business owners via phone and email using a customer relationship management (CRM) tool.
  • Assist Business Owners: Help entrepreneurs with inquiries about loan documents and account details, ensuring they have a seamless experience.
  • Identify and Triage Customer Needs: Recognize and address customer concerns throughout the loan cycle to mitigate risk and prevent potential issues.
  • Collaborate with Cross-Functional Teams: Work closely with internal teams to troubleshoot product issues and suggest improvements, driving business growth and customer satisfaction.
  • Remote Work Environment: Collaborate with team members in a remote work environment through Slack and video conferencing, ensuring seamless communication and productivity.
  • Ongoing Training: Participate in regular training sessions to stay up-to-date on industry regulations (BSA/AML), ensuring compliance and expertise.
  • High Service Standards: Maintain high service standards and resolve issues in a timely manner, ensuring customer satisfaction and loyalty.
What We're Looking For
  • Experience in Customer Service: 1+ year of experience in customer service, preferably in financial services or with a payment provider.
  • Strong Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner.
  • Attention to Detail: Superb attention to detail, with the ability to manage multiple tasks and priorities in a fast-paced environment.
  • Fast-Moving Environment: Ability to thrive in a fast-moving, start-up environment, with a customer-first mindset and a passion for helping people and improving processes.
  • Bilingualism: Bilingual in Spanish is a plus, but not required.
Why You'll Love This Job
  • Opportunity to Make a Difference: Opportunity to be part of a small, nimble team where your voice will shape product improvements and drive business growth.
  • Remote Work: Work from the comfort of your home while making a real impact on small business owners and entrepreneurs.
  • Industry Growth: Join a growing industry with plenty of room for skill development and career growth, with opportunities to learn and adapt.
  • Supportive Team: Collaborate with a supportive, high-energy team that values customer satisfaction and loyalty.