Customer Success Specialist

Job Description

Job Description

Customer Success Specialist

Reports to: VP of Operational Excellence

Location: Pensacola, FL

About Us

Instant Financial is the industry-leading instant pay platform that is changing the way that millions of Americans get paid. With a push of a button on the Instant app, we give employees immediate access to their earned pay or tips after each shift, for free. Employers who pay with Instant significantly boost job applicants, cut turnover, and dramatically reduce absenteeism, transforming them into employers of choice. We're the instant pay platform that is designed for companies that value employee success and well-being, and that's what drives us each day.

Based in Alpharetta, GA, with an office in Pensacola, FL, our team has a proven track record of making big things happen. We do this by inspiring ourselves and those we work with to do what others cannot do. We know that we must move together as a team, celebrate our successes, and above all learn quickly from the mistakes we know will be made due to the fast pace of our execution. We carry ourselves with urgency, honesty, and integrity in everything we do. Together, we truly believe we can empower working lives. Instant is a collaborative team environment and insight into all aspects of the business, everyone has an impact and is empowered to speak up!

About the Role

As a Customer Success Specialist on our Customer Experience Team, you are a key player in delivering positive assistance in inquiries and escalation from our clients and outsourced call center for the Instant Platform. Our customer base is rapidly scaling, and this in-person position will assist in building a robust, scalable system that's able to accommodate the growth without sacrificing service delivery. Yours will be a key voice that ensures ongoing product development considers customer needs to reduce defects at the source.

Responsibilities

• Manage and resolve a queue of tickets from client administrators and Instant account holders.
• Perform advanced troubleshooting and work with cross department teams to find root causes for client and account holder issues.
• Partner with other team members to continuously improve the overall customer experience.
• Conduct monthly quality audits on call center interactions and support tickets to track our outsourced team's performance.
• Assist in documenting and updating standard operating procedures to use for trainings with internal and outsourced teams.
• Occasionally facilitate a training session for call center agents.
• Provide occasional weekend coverage to monitor high-priority support tickets and ensure timely response to critical issues.
• All other duties and responsibilities as necessary to support operational goals.

Qualifications and Skills

• Demonstrated experience in a customer service, technical support, or field support role.
• Ability to communicate both written and verbally with diverse audiences.
• Demonstrated track record of successful communication with customers, instilling confidence and building strong customer relationships.
• Excellent analytical, problem solving, organizational, and time-management skills - we execute very fast.
• Self-motivated, results-driven, detail-oriented, deadline-driven, and action-oriented.
• Highly proficient in Microsoft Office and working within a cloud-based software environment.
• Demonstrated ability to solve complex problems with high attention to detail and strong technical curiosity while managing multiple priorities.
• Proven track record of adaptability, resourcefulness, and driving continuous process improvements in fast-paced environments.
• Bachelor's degree or equivalent professional experience.

What We Can Offer You

• Professional growth and career development
• Collaborative team environment - everyone has a voice and is encouraged to use it
• Flexible vacation time - we believe in healthy work and family life
• Retirement plan plus company match
• Medical, Dental, and Vision benefits coverage