Customer Experience Associate I

Wisetack

11h

About The Position

At Wisetack, customer experience is a competitive advantage. The Customer Experience Associate I, Borrower Support, helps borrowers navigate their financing experience with clarity, empathy, and accuracy. The role calls for sound judgment, strong follow-through, and the ability to protect consumer trust in high-stakes lending conversations. Wisetack is an AI-forward company and seeks candidates who are curious, adaptable, and eager to use AI tools to work more effectively, improve customer outcomes, and help shape the future of customer support. The role supports borrowers by phone and through other channels, helping with financing applications, approvals, payments, repayment, refunds, and account questions. Associates follow lending requirements and company processes, own issues through resolution, coordinate across teams, and share customer insights to improve products and workflows. The role may also include supporting merchants as business needs evolve. The hourly rate is $25.00, plus equity and benefits.

Requirements

Bachelor's degree preferred.
At least 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 the 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 in another environment where accuracy, consistency, and attention to detail are critical.
Experience using Salesforce, Zendesk, or similar customer support platforms.
Willingness to work weekends.

Nice To Haves

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.

Responsibilities

Support borrowers by phone and across other channels with applications, approvals, payments, repayment, refunds, and account questions, communicating clearly, empathetically, and accurately.
Set clear expectations for next steps, follow-up, and escalations.
Follow lending requirements, company policies, and established processes; identify risks, complaints, or issues requiring review.
Partner cross-functionally to resolve issues responsibly while balancing customer advocacy with responsible lending practices.
Own borrower issues from first contact through resolution, coordinate across teams, and follow up to deliver timely answers.
Document interactions accurately and keep borrowers informed about status, ownership, and next steps.
Identify recurring pain points, process gaps, product friction, and operational opportunities; share insights with Product, Engineering, Risk, Operations, Merchant Success, and other partners.
Contribute to improvements to documentation, workflows, macros, and scalable fixes.
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 adapt to evolving business needs, including support for merchants.