Customer Success Specialist

Permian Labs • New York, NY

8h • $85,000 - $105,000 • Onsite

About The Position

The Customer Success Specialist is a critical operations role responsible for shepherding borrowers through our loan process from application to close. You will manage a portfolio of 20-30 active borrower files at any given time, ensuring each moves through our standardized onboarding workflow on schedule and with complete, accurate documentation.
This is an execution-focused role for someone who takes pride in getting the details right. You'll follow established processes, track deadlines religiously, and flag issues before they become problems. The ideal candidate finds satisfaction in completing checklists, maintaining clean records, and hitting SLAs consistently—not in reinventing workflows or defining strategy.
You'll be the borrower's primary point of contact during onboarding, answering questions, chasing down missing documents, and keeping deals moving. Success in this role means loans close on time with zero documentation errors.

Requirements

• 1-3 years of experience in loan operations, client onboarding, account coordination, or similar detail-heavy operations roles.
• Proven track record of managing high volumes of work accurately—you don't drop balls when juggling 20+ active files.
• Genuinely detail-oriented: you notice when a date is formatted wrong, a signature is missing, or a number doesn't tie out.
• Comfortable with repetitive, process-driven work—you find satisfaction in executing a checklist perfectly, not in rewriting it.
• Strong written communication skills for professional borrower correspondence.
• Proficient with CRM systems, spreadsheets, and document management tools.
• Reliable and consistent—you show up every day ready to grind through the queue.
• Interest in fintech, crypto, or AI infrastructure is a plus, but not required—we'll teach you the domain.

Nice To Haves

• Experience in lending operations, mortgage processing, or commercial loan coordination.
• Familiarity with compliance documentation or KYC/AML processes.
• Background in fintech, crypto, or B2B SaaS client operations.

Responsibilities

• Manage borrower files through our 25+ step onboarding checklist, ensuring each milestone is completed accurately and on schedule.
• Collect, verify, and organize required documentation from borrowers (financials, corporate docs, collateral information) with 99%+ accuracy.
• Serve as primary point of contact for borrowers during onboarding, responding to inquiries within 24 hours and proactively following up on outstanding items.
• Maintain detailed records in our CRM, updating borrower status daily and ensuring all communications are logged.
• Coordinate with underwriting team to ensure document requests are fulfilled within 48-hour SLAs.
• Flag at-risk deals to management when borrowers miss deadlines or documentation gaps emerge.
• Prepare loan closing packages, verifying all required documents are complete and properly executed.
• Provide ongoing support to active borrowers for routine inquiries, reporting requirements, and platform navigation.

Benefits

• Competitive base salary ($85k - $105k) aligned with crypto and fintech startups.
• Long-term token incentive package.
• Unlimited PTO.
• Clear, measurable performance expectations—you'll always know what success looks like.
• Opportunity to grow into senior operations roles as we scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed