Customer Support Specialist

Customer Support SpecialistAbout Cherry

Started in 2019, Cherry is an extremely fast growing FinTech that has built the simplest, fastest, and most inclusive Buy Now, Pay Later solution for medical practices such as dentists, medical aesthetics, veterinarians etc.

Cherry enables medical practices to treat more patients by making their services more financially accessible.

Cherry was founded and is led by Stanford entrepreneurs with a previous successful exit and backed by an all-star lineup of investors such as Kleiner Perkins and DCM.

About the Role

Cherry is seeking proven high performing Customer Support Specialists who deliver exceptional customer experience. The position is dynamic and will be on the front lines of solving questions from our providers and borrowers.

Responsibilities

• Work with customers to satisfy inquiries with one-call-resolution in mind
• Review, monitor, engage, and keep track of a high volume of customers per day
• Handle inbound and outbound calls, live chats, emails, and texts to assist consumers and providers
• Review current strategies and provide feedback on how to improve the department and Cherry as a whole
• Accurately document all interactions and account-level issues
• Provide problem-solving resolutions to inquiries and recommend action based on conversation and account assessment
• Work directly with management for improvements from the patient level to the systems and processing level
• Work in a startup environment to strive for improvement with both the quality and method of interaction with patients and practices
• Be an integral part of the growth of a small company with interactions across all departments
• Shift schedule flexibility required, including weekends and some holidays
• De-escalate scenarios and present resolutions for tough-to-navigate situations

Qualifications

• 1+ years of experience in customer support
• Experience with consumer lending or financial products desired
• Proven ability to multi-task and de-escalate situations across omni-channel communication inquiries
• Exceptional ability to prioritize tasks, organize, and pay strict attention to detail
• Strong work ethic and pride in performance
• Experience working in a start-up environment is highly preferred
• Ability to work independently in a fast-paced, ever-changing environment with a team-first mentality
• College Degree desired. High school diploma or GED required.
• Intermediate-level skills in working with Excel/Google Sheets are also highly preferred
• Excellent written and verbal communication skills. Attention to detail is a must.

Compensation Package

• $75k base pay
• $25k on-target bonus
• Generous equity grant
• Medical, vision, and dental benefits
• Fully remote company
• Summer and winter company retreats

Cherry provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.