Business Support Specialist (BSS)

The Business Support Specialist (BSS) role encompasses multiple duties in support of the business and its customers.

• Customer Support
• Support customer requests by phone, chat and email as a backup when Customer Support queues are full or understaffed
• Review accounts for compliance related concerns – i.e. Fraud, Chargebacks, FCRA violations, etc.
• Serve as first level escalation for Customer Care reps, approve refunds, take escalated interactions
• Escalate to Customer Care Supervisor as needed
• Prepare reporting and other ad hoc project requests from leadership
• Can handle and deliver on competing priorities and deliverables to meet customer and business needs

Desired Qualities:

• Must be detail oriented, able to work independently and within an evolving team environment, be adaptable in understanding difficult processes and be comfortable speaking to both internal and external customers in a professional manner
• Experience exercising independent judgement and discretion
• Exceptional organizational and follow-up skills, including the ability to react to and implement change
• Continuously improving product and process knowledge using our self-help and training resources
• Be a collaborative teammate, sharing knowledge and learning from others while working through challenges

Minimum Qualifications:

• Minimum of 5 years of experience in the customer support or administrative fields
• Experience in understanding and meeting monthly, quarterly and annual objectives
• Excellent written and verbal communication skills
• Strong critical thinking skills
• Demonstrated basic computing skills
• Demonstrated knowledge of Microsoft Office 365 applications (i.e. Outlook, Excel, Word)

Customer support: 5 years (Preferred)

Benefits

• Flexible PTO
• 6% 401K match
• Medical/Dental/Vision/Life Insurance