Customer Service Specialist

Job not on LinkedIn

🔥 10 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Esusu

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

🏠 Real Estate

🌍 Social Impact

Fintech • Real Estate • Social Impact

Esusu is a platform designed to help renters build credit by reporting their rent payments to the three major credit bureaus. By linking their bank accounts and sharing lease information, users can see their credit scores improve over time. The company offers a variety of financial tools, including financial coaching, credit education, and a marketplace that offers credit-building, auto, tax, and rental products and services. Esusu aims to create significant social impact by providing an inclusive credit-building membership for those who have been traditionally overlooked in the financial system.

📋 Description

• Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency. • Use next‑issue avoidance techniques in every interaction: • Ask clarifying questions to fully understand context. • Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies). • Direct customers to self‑service tools and help content to reduce repeat contacts. • Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes. • Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers. • When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer achieve their goals. • Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs. • Complete all onboarding, product, process, and refresher training on time. • Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights. • Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change. • Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA. • Act on QA and coaching feedback to continuously improve. • Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners. • Support cross‑training efforts, including rotating to new products or channels as business needs evolve.

🎯 Requirements

• Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar) preferred. • Strong written and verbal communication skills in English; Spanish is a plus. • Comfortable working in a high‑volume, fast‑paced environment. • Ability to follow detailed processes while staying attentive to context and nuance. • Familiarity with tools like Zendesk, Quiq, and Google Workspace is a plus (or willingness to learn quickly). • Demonstrated reliability, professionalism, and commitment to customer outcomes.

🏖️ Benefits

• 💵Competitive Salary – Aligned with your experience and the PH market, administered through our Employer of Record (EOR) • ✅ Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM–5PM EST). • 🌴Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year). • 🩺Premium Health Coverage – Comprehensive HMO via iCare • 🏦 Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay • 💻 Work Tools Provided – Laptop and essential work equipment included • 🫱🏾‍🫲🏽In person and virtual team get togethers - To connect with your fellow Esusu colleagues.