Client Success Specialist - Sms

At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.

While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

As a Chat/SMS Support Agent, you will be responsible for providing exceptional customer service and technical support to users through chat and SMS channels. You will serve as the first point of contact for customers, addressing their queries, troubleshooting issues, and ensuring a positive customer experience. Your excellent communication skills, attention to detail, and problem-solving abilities will be essential to excel in this role.

Responsibilities

• Provide exceptional customer service by resolving customer inquiries, concerns, and issues in a timely and professional manner.
• Identify and suggest process improvements to enhance customer satisfaction and support efficiency.
• Maintain a positive and customer-centric attitude while dealing with challenging customer situations.
• Engage in proactive and responsive communication with customers via chat and SMS channels, ensuring prompt and accurate responses.
• Understand customer needs and requirements, and assist them understanding the program
• Adhere to company policies, procedures, and performance standards to ensure consistent service delivery.
• Stay up to date with product knowledge, new processes, and updates to provide accurate information and support to customers.

Requirements

• Proven work experience as a Customer Support Representative, Support Agent, or similar role.
• Experience in providing customer support via chat or SMS.
• Ability to work independently and collaboratively in a team environment.
• Ability to multitask, prioritize, and manage time effectively to handle multiple customer conversations simultaneously.
• Strong written communication skills with excellent grammar and spelling
• Strong problem-solving skills to analyze issues and provide appropriate resolutions.
• Empathy and patience when dealing with customer concerns or complaints.

Preferred Qualifications

• Experience in supporting software products, mobile apps, or SaaS platforms.
• Experience in the financial services industry
• Knowledge of multiple languages and experience in providing multilingual customer support.

Why Join Us?

For Eligible Full-time Employees, We Offer

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us.

• Generous PTO, paid holidays, and paid parental leave
• Merit advancement opportunities
• Career development & training
• 401(k) matching program
• Considerable employer contributions for health, dental, and vision programs

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.