Customer Support Representative

Qualifications

• At least one year of customer service or support experience

• Strong written and verbal communication skills

• Ability to remain calm under pressure and handle sensitive or escalated customer issues with care

• Comfortable learning and navigating multiple systems and platforms

• Detail-oriented with strong organizational skills

• Team player with a positive attitude and a customer-first mindset

Job description

• Answer inbound calls, chats, and emails

• Assist customers with their questions and help them move them forward in the funnel

• Resolve customers' issues and escalate to the team lead as needed

• Learn nuances and processes for all lanes we support

• Act quickly while still giving proper attention to the customer

• Handle personal and sensitive data with care, ensuring privacy and accuracy at all times.

• Listen to a total of 3 calls per assigned sales rep (AE or ADR) per week, and submit the Sales Compliance Review form for each call

• Consistently start working at 7:30 AM

• Accrue no more than 10 tardies* within a quarter

• Responsible for projects or additional tasks as directed by the team lead

• A tardy is defined as being 10 or more minutes late.

Key metrics:

• Calls: answer rate 85% or higher (minus silent calls)

• Chats: 85% or higher customer satisfaction score

• Emails: Inbox is cleared out before the end of each day

• Meet monthly/quarterly goals set with team lead or floor manager

Compensation

• Starting wage: $20.00 per hour

• Raises: $0.50 per hour increase for every 6 months of service if key metrics are met

• Max wage: $25.00 per hour

• Progression path: Customer Support Team Lead

To be considered for a potential promotion to a team lead†, you consistently go above and beyond in the following ways:

Mentor new reps in acclimating to CS processes and nuances

Participate in and, if asked, help plan monthly CS activities

Demonstrate willingness to not only bring up issues customers are facing but also solutions - both long-term and short-term workarounds

Act as a project manager for additional projects/tasks and complete those on time and as directed

Effectively lead a team training around the product you are currently supporting

† Promotion to a team lead will be dictated not only by consistently going above and beyond in the ways above, but also if there is a business need and role available.

Pay Range:

$20/hr

Benefits

• Be part of a high-performing, collaborative team, and have fun at work each day

• Competitive pay

• A full suite of traditional benefits

• PTO (Paid Time-off)

• 401(k) with company match

• Company-contributed HSA

• Onsite gym and standing desks

• Wellness program

• Discounted cellular plans

Get to know Lendio:

Lendio is the nation's leading small business financial solutions provider, with a mission to help small businesses survive and thrive. With its diverse network of lenders, Lendio enables small business owners to apply for multiple business financing options with a single application. In addition to creating access to small business capital, Lendio offers time-saving financial SaaS products that are designed to streamline business operations.

Lendio is a mission-driven organization striving to provide equal access to capital to underserved communities and America's smallest businesses. For every new marketplace loan Lendio facilitates, Lendio Gives-an employee-contribution and employer-matching fund, in partnership with KIVA-provides a microloan to low-income entrepreneurs around the world, continuously re-investing the fund.

Lendio is an equal opportunity employer committed to diversity and inclusion. We welcome anyone who wants to help small businesses survive and thrive and aligns with our core values, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

Lendio participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.