Customer Support Specialist

Customer Support Specialist This is a hybrid Temporary (3 months 11/1/2026-1/22/2027) full-time position working out of our Commerce, CA office 3 times a week (Tuesday, Wednesday, Thursday) and 2 days at home remotely. The Organization: Accion Opportunity Fund (AOF) is a leading Community Development Financial Institution dedicated to providing underserved small business owners with access to capital, networks, and coaching. For over 30 years, AOF has helped small business owners create jobs, build wealth, and strengthen communities by providing responsible financing and business support services. Since our founding, we have deployed more than $1 billion in financing and have served more than 4 million entrepreneurs through educational resources and business support programs. The majority of our clients come from historically underserved communities where access to traditional financing remains limited. As AOF continues its mission of expanding financial inclusion, we are building a scalable, sustainable financial institution that combines mission impact with strong financial performance. Our strategic vision includes expanding our lending capabilities, strengthening enterprise risk management, and preparing for future growth across additional financial products, including Credit Union services. Role Summary: We're looking for a detail-oriented and proactive Customer Support Specialist to join our Operations team. In this role, you'll work closely with the Senior Operations Manager to support our customer service and lending operations helping manage support tickets in Zendesk and assisting with the completion of loan applications as needed. This is a great opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and takes pride in delivering a great client experience. Job Duties and Responsibilities: Monitor, triage, and respond to incoming support tickets in Zendesk in a timely and professional manner Partner with the Senior Operations Manager to prioritize and resolve escalated or complex cases Assist clients and internal teams with completing and processing loan applications as needed Review application materials for completeness and accuracy, following up with clients or internal stakeholders to gather missing information Process equipment finance applications, entering information into Cloud Lending (Salesforce based origination system) from ticketing system Maintain accurate records of ticket status, resolutions, and application progress Identify recurring issues or bottlenecks and flag opportunities for process improvement Communicate clearly and empathetically with clients, ensuring a positive support experience Collaborate cross-functionally with other departments (e.g., underwriting, lending, customer success) to ensure smooth handoffs and follow-through Support ad hoc operational projects as assigned Must Haves: 13 years of experience in a customer support, back office, or operations Strong written and verbal communication skills Excellent organizational skills, work quickly with high attention to detail Ability to manage multiple priorities and meet deadlines in a fast-paced environment Comfortable working with sensitive or confidential information A collaborative, solutions-oriented mindset Experience in financial services Ability to work independently with minimal supervision Proficiency with Microsoft Office Nice To Haves: Experience with nonprofit/CDFI/lending environments Experience using Zendesk or a similar ticketing/CRM platform Expert in Excel We are an equal opportunity employer and committed to improving diversity, equity, and inclusion at Accion Opportunity Fund. AOF does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Salary Range*: $26-$32 *Please note that the above salary range is a national range, and compensation is dependent upon the candidate's experience and skill level.