Customer Experience Associate I

Role overview Help borrowers navigate a consumer financing experience by answering questions about applications, payments, repayments, refunds, and accounts. You’ll handle support mainly by phone in a high-volume setting, guide issues through to resolution, and work with other teams to protect customer trust and improve support processes.

Responsibilities - Respond to borrower questions across phone and other support channels, explaining options and setting clear expectations for follow-up or escalation. - Follow lending policies and procedures, and flag complaints, risks, or cases that need review. - Take ownership of issues from first contact through resolution, coordinating with other teams and documenting each interaction accurately. - Identify recurring customer pain points and share findings with product, engineering, risk, and operations partners. - Use AI tools to improve support quality and efficiency while maintaining accuracy, privacy, and empathy.

Requirements - At least two years of experience in customer support, customer success, financial services, operations, or another customer-facing role. - Strong verbal and written communication, with demonstrated follow-through on customer issues. - Comfort spending most of the workday on phone support in a high-volume environment. - Experience with consumer lending or another role where accuracy and attention to detail matter. - Familiarity with Salesforce, Zendesk, or a similar support platform, and experience using AI tools to improve workflows. - Willingness to work weekends; a bachelor’s degree is preferred.

Nice to have Experience supporting customers in lending, banking, payments, insurance, healthcare, or another regulated industry, and familiarity with consumer lending requirements.

Benefits and work setup The role pays $25 per hour and includes equity and benefits.