Client Success Specialist

Role overview This client-facing role supports a consumer finance marketplace, helping people make sense of lending, refinancing, mortgage, credit card, and insurance options. The position is contact-center based, handling high volumes of inbound inquiries across phone, live chat, and email while also running targeted outbound campaigns. The role is based in North Carolina and may include evening or weekend hours.

Responsibilities - Respond to a high volume of inbound client questions across phone, live chat, and email about multiple product lines - Run outbound calling campaigns that help clients progress with loan and product requests - Identify client needs and walk them through relevant site features - Spot patterns in agent and client experience and escalate trends to client success management - Share observations, opinions, and improvement ideas with leadership - Support teammates through internal communication channels and assist with ad hoc projects assigned by supervisors

Requirements - Bachelor's degree preferred, though equivalent experience may be considered - 1–3 years of customer service experience, ideally in a high-volume call center environment - Comfort using CRM tools such as Salesforce - Strong general computer proficiency and ability to navigate SaaS applications - Must reside in North Carolina - Availability for evening or weekend shifts as needed, since the team operates six days a week

Nice to have - A patient, courteous, energetic, and empathetic communication style across phone and written channels - Genuine customer focus and curiosity about what drives people's decisions - Pattern recognition skills and a knack for spotting issues that affect many users - Investigative, troubleshooting mindset with strong critical thinking - Team-oriented approach with a willingness to help and support peers

Benefits and work setup - Hourly pay of $20.00 - Customer success schedule runs six days a week, with weekend and evening hours as part of the rotation