Customer Support Specialist - Originations Backend L1
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At a glance
Job overview
Extend Your Team is hiring a Customer Support Specialist - Originations Backend L1. The company is seeking a detail-oriented, driven, and empathetic customer experience manager to provide extraordinary service to credit card applicants and cardholders. This role involves working with a team of intelligent, motivated, and intense individuals to support a new credit card powered by an advanced asset-securing platform.
Key focus areas include Respond to customer queries in a timely and effective manner via ZenDesk or other customer support tools, Document and log issues, customer compliments, and complaints, and Work with customers to help them go through the application flow when required.
Important skills include Zendesk, Customer Support Tools, Communication, Collaboration, Problem-Solving, and English Fluency.
Skills & qualifications
Skills
Qualifications
Full job description
Company Mission:
Our mission is to reduce the cost of capital across the world.
About the Company:
We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to
consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs,
Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in
both rounds by Sequoia, NYCA, and others.
Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for
underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit
cards.
We’re looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent,
motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience.
Cultural Values:
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Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.
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Minimalist - we are spartan in our design, in our code, and even in our processes.
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Speed of execution - we move fast & value decisiveness. We think speed drives quality.
Responsibilities
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Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools
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Documenting & logging issues (as well as customer compliments & complaints)
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Working with customers to help them go through our application flow when required
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Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
Qualifications
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At least 2 years (and above) of experience under a US Loan or Mortgage account handling various document review and verification tasks
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Experienced in customer-facing roles in a loan or mortgage account
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Superb communication, collaboration, and problem-solving skills.
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Proficiency, speed, and accuracy in written communication.
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Fluency, clarity, and good diction in English
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Great organizational skills & time management abilities
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Experience using customer communication tools (ZenDesk), task management tools, Google Drive, and Email.
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Detail-Oriented - we’re a financial services company so being correct about the details matter
You've read the whole posting — now see how you match it.