Job Description

What You’ll Do:
•Deliver exceptional app and platform support to customers via phone, email, and live chat
•Troubleshoot and resolve customer-reported issues related to the iCreditWorks mobile app, web portal, and POS financing platform
•Guide customers through account setup, loan applications, payment processing, and self-service features
•Accurately log, categorize, and escalate technical bugs or platform issues to internal product and engineering teams using CRM and ticketing tools
•Identify and communicate patterns in app-related support tickets to the product team to drive platform improvements
•Navigate and toggle between multiple software systems simultaneously during live customer interactions
•Respond to account inquiries including payment processing, ACH/debit transactions, payment due date changes, and personal information updates
•Collaborate cross-functionally with product, compliance, and operations teams to resolve complex or escalated cases
•Provide written business correspondence for disputes, service requests, and account-related matters
•Onboard and train new CSRs on platform workflows, support tools, and service standards
•Stay current on new product features, app updates, and financing offerings

Qualifications:
•5+ years of customer service experience in a fintech, SaaS, or financial services environment — prior experience in a SaaS, fintech, or app-based support role is strongly preferred over a traditional call center background
•1+ years of hands-on experience working in Zendesk, Salesforce, or a comparable ticketing/CRM platform — required
•Experience supporting customers through a mobile app or web-based software product — required
•Demonstrated ability to learn and navigate new software platforms quickly
•Solid understanding of payment processing, including ACH and debit card transactions
•Knowledge of installment loans, consumer financing, or financial services products a strong plus
•Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
•Strong problem-solving skills with a customer-first mindset
•Proficiency in Microsoft Office and comfort navigating multiple digital tools simultaneously
•Multilingual — Spanish fluency strongly preferred
•4-year college degree from an accredited institution preferred
•Available to work 12–9 PM shift with occasional Saturdays; flexibility as business needs require

Job Tags

Work at office, Shift work

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