Customer Success Specialist - Instant Financial

Our Mission

Instant Financial is the industry-leading instant pay platform that is changing the way that millions of Americans get paid. With a push of a button on the Instant app, we give employees immediate access to their earned pay after each shift, for free. Employers who pay with Instant significantly boost job applicants, cut turnover, and dramatically reduce absenteeism, transforming them into Employers of Choice. We’re the only instant pay platform that is designed for companies that value employee success and well-being, and that’s what drives us each day.

Our team has a proven track record of making big things happen. We do this by inspiring ourselves and those we work with to do what others cannot do. We know that we must move together as a team, celebrate our successes, and above all learn quickly from the mistakes we know will be made due to the fast pace of our execution. We carry ourselves with urgency, honesty, and integrity in everything we do. Together, we truly believe we can empower working lives. Instant is a collaborative team environment and insight into all aspects of the business, everyone has an impact and is empowered to speak up!

About the Role

As a Customer Success Specialist, you will join our Customer Success Team as a key player in ensuring positive assistance in inquiries and escalations from our clients and outsourced call center for the Instant Platform. Our customer base is rapidly scaling, and this position will assist in building a robust, scalable system that’s able to accommodate the growth without sacrificing service delivery. Yours will be a key voice that ensures ongoing product development considers customer needs to reduce defects at the source.  

What You'll Do

• Handle call center escalations with payroll administrators
• Document solutions to use for trainings with internal and outsourced teams
• Work with our Account Managers and Software Engineers on problem solving and improving our customers experience
• Occasionally lead a training session for call center agents
• Monitor website support inquiries for customer feedback and escalate support requests as appropriate

Who You Are

• You have experience in a customer service, technical support, or field support role
• Advocate for operational excellence and passionate about customers.
• Top notch communication (verbal and written) including presentation skills.
• Demonstrated track record in communicating with customers, instilling confidence and building strong customer relationships.
• Excellent analytical, problem-solving, organizational and time management skills - We execute very fast.
• Self-motivated, results-driven, detail-oriented, deadline-driven, and action-oriented.

Nice to Have

• HubSpot and call center experience
• Worked within a Saas or technical product
• Experience in the tech or payments industry
• You have a bachelor’s degree or equivalent experience
• Spanish speaking (bonus)

What We Can Offer You

• Professional growth and career development
• Collaborative team environment - everyone has a voice and is encouraged to use it
• Uncapped vacation time — we believe in healthy work and family life
• Transparency and exposure into all aspects of our business
• Medical health benefits coverage
• A hybrid work setting
• A chance for your work to help reduce the financial stress that comes with waiting for payday (for millions of hourly employees across the country)

JOIN US!

Are you so excited about taking on this challenge, and about what we stand for, that by now you can barely sit still? Then go ahead and send us your application, we would love to hear from you.