Note: The job is a remote job and is open to candidates in USA. Cherry is a fast-growing fintech company offering buy-now-pay-later solutions for medical practices. The Customer Support Associate will support providers and consumers by resolving inquiries across phone, chat, email, and SMS, documenting account issues, de-escalating complex situations, and helping improve customer experience and operational processes.
Responsibilities
- Resolve Provider and Consumer inquiries with one-touch resolution while delivering an exceptional customer experience across phone, live chat, email, and SMS
- Manage a high volume of inbound and outbound customer and provider interactions while maintaining quality, accuracy, and efficiency
- Investigate customer inquiries, assess account activity, and deliver accurate, timely resolutions
- De-escalate complex customer situations with professionalism, empathy, and sound judgment
- Accurately document customer interactions and account-level issues
- Partner with leadership to identify and implement opportunities to improve the customer experience, operational processes, internal systems, and team effectiveness
- Collaborate across multiple departments to support Cherry's growth and success in a fast-paced, scaling fintech environment
- Maintain schedule flexibility for assigned weekends and select holidays based on business needs
Skills
- 1+ years of experience in customer support or in a similar customer facing role
- Proven ability to multi-task and de-escalate situations across omni-channel communication inquiries (Voice, Chat, Email and SMS)
- Exceptional ability to prioritize tasks, organize, and pay strict attention to detail
- Strong work ethic and pride in performance
- Ability to work independently in a fast-paced, ever-changing environment with a team-first mentality
- Excellent written and verbal communication skills with exceptional attention to detail
- High school diploma or GED required
- This role supports Cherry's overnight Customer Support Operations. Candidates must be available to work 9:00 PM–9:00 AM ET under one of the following schedules:
- Experience supporting consumer lending, fintech, or other financial products is preferred
- Experience working in a startup environment is preferred
- Intermediate-level skills in working with Excel/Google Sheets are also highly preferred
- College degree preferred
Benefits
- $15,000 annual target, paid monthly in variable compensation
- Generous equity grant
- Medical, vision, and dental benefits
- Fully remote company
- Summer and winter company retreats
Company Overview