Customer Experience Associate I

The Role

At Wisetack, customer experience is a competitive advantage. As a Customer Experience Associate I, Borrower Support, you will help borrowers navigate their financing experience with clarity, empathy, and accuracy. This role requires sound judgment, strong follow-through, and the ability to protect consumer trust in high-stakes lending conversations.

Responsibilities

• Deliver exceptional borrower support: Support borrowers by phone and across other channels, helping them navigate applications, approvals, payments, repayment, refunds, and account questions with clarity, empathy, and accuracy. Set clear expectations for next steps, follow-up, and escalations.
• Navigate consumer lending with care: Follow lending requirements, company policies, and established processes while identifying risks, complaints, or issues that need review. Partner cross-functionally to resolve issues responsibly and balance customer advocacy with responsible lending practices.
• Owning customer outcomes: Own borrower issues from first contact through resolution, following up and coordinating across teams to deliver timely answers. Document interactions accurately and keep borrowers clear on status, ownership, and next steps.
• Turn customer contacts into insights: Identify recurring pain points, process gaps, product friction, and operational opportunities. Share insights with Product, Engineering, Risk, Operations, Merchant Success, and other partners to improve documentation, workflows, macros, and scalable fixes.
• Embrace AI and continuous improvement: Use AI tools to improve speed, quality, customer outcomes, and efficiency while protecting empathy, accuracy, privacy, and trust. Share best practices, explore better ways of working, and stay flexible as business needs evolve, including support for merchants.

Requirements

• Bachelor's degree preferred.
• 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role.
• Experience leveraging AI tools to improve customer support workflows or operational efficiency.
• Comfortable spending the majority of your workday supporting customers over the phone in a high-volume environment.
• Excellent verbal and written communication skills.
• Demonstrated ownership and follow-through from initial customer contact through final resolution.
• Experience working with consumer lending products or other environments where accuracy, consistency, and attention to detail are critical.
• Experience using Salesforce, Zendesk, or similar customer support platforms.
• Willingness to work weekends.

Bonus points

• Experience supporting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry.
• Familiarity with consumer lending regulations or compliance-driven customer support.

Pay

The hourly rate for the position is $25.00, plus equity, and benefits.

Benefits

See our Benefits page for details.