Join a dynamic team as a Customer Success Advocate, where you'll play a pivotal role in supporting and enhancing the experience of our valued customers. This position offers the opportunity to work remotely, providing essential support and risk mitigation within the business financing space.

Responsibilities

• Provide exceptional customer support via phone and email, utilizing CRM tools to address inquiries effectively.
• Navigate escalation paths to triage customer needs and mitigate risks associated with loan cycles.
• Respond to customer questions regarding business documents and loan information promptly.
• Maintain service level agreements to ensure timely resolution of transactions and minimize revenue losses.
• Identify and document product bugs and features, collaborating with cross-functional teams for improvements.
• Advocate for customers by recognizing trends and suggesting enhancements to processes and products.
• Engage in ongoing training to stay updated on BSA/AML requirements and perform related duties.
• Collaborate effectively in a remote environment using Slack and video conferencing tools.

Skills

• Experience in direct customer-facing roles.
• Strong written and verbal communication skills.
• Ability to thrive in a fast-paced, start-up environment and adapt quickly to new situations.
• Excellent organizational, analytical, and time-management skills.
• Attention to detail and a passion for improving customer experiences.

Preferred Skills

• 1+ year of experience in a financial institution or payment provider.
• Bilingual in Spanish is a plus.

At Horizontal, we are committed to fostering a diverse, equitable, and inclusive environment where all individuals are valued and empowered to succeed.