**Contract Customer Support Representative**

Phoenix, AZ / Operations and Support Customer Support / Contract Our mission is to help small businesses start and grow. We are building financial products that empower business owners and enable them to focus on their products and on growing their businesses. At Nearside we care about creating solutions which provide accessible, transparent, and fair access to financial products. We are a remote friendly company and our team is spread out across the United States and Canada. At this time, we have a physical office in San Francisco with more locations opening around the country soon. Our company is growing and wed love for you to grow with us!

**Opportunity:** As a Customer Support Representative, youll work closely with the owners of small and medium-sized businesses as they navigate the application process or have questions regarding their accounts. Your ability to respond efficiently and to accurately answer important questions directly impacts their experience with Nearside. Youll also drive insights learned through customer interactions to enhance best practices and inform product development. Youll be able to work with different departments and tackle additional customer support tasks as they arise. Youll also be able to build out your toolkit of skills over time through assigned project work and continued training. You are someone who is eager to learn, enjoys solving problems, and has an empathetic spirit. We are excited to work alongside someone who is passionate about helping customers and is seeking additional responsibilities over time!

**Team:** The Customer Support Team at Nearside is a growing approachable group that is primarily focused on providing a stellar customer experience through problem-solving, efficiency, and empathy. We prioritize collaboration and strong communication skills. Within the Customer Support Team, we encourage feedback to consistently improve internal tools, enhance the customer experience, and to drive best practices. We strive to be readily available for questions and find a resolution for every customer issue. **Skills and Experience**

1 years of customer service or customer-facing experience ideally handling customer issue resolution using email, phone or chat.

Passion for helping customers, actively listening and providing excellent support.

Meticulous attention to detail, exceptional verbal communication, and strong writing skills.

Ability to effectively collaborate in a small group setting.

Positive attitude, reliable and exhibit a strong work ethic when under pressure.

Desire to learn new skills and take on new challenges.

Familiarity with banking and/or lending products or experience working in financial services is a plus.

Tech savvy and able to capture capture notes while navigating multiple systems and speaking to customers.

Willingness and flexibility to work during our posted business hours.

**What You Can Expect:** In your first month of this role, you will spend time familiarizing yourself with our products, tools, and processes in order to understand our approach to customer support, the established workflows, and product features. You can expect relevant training and will spend time with cross-functional team members as applicable. Once training is complete you will begin taking customer calls and responding to inbound email inquiries while following detailed procedures. In the following months, youll continue to take ownership of customer issues and follow through to resolution. Youll identify and escalate potential issues, bugs, and edge cases that need troubleshooting or additional review. Youll effectively explain current products and practices in a manner that the customer can understand. You will also help test and train for upcoming products. You will provide feedback on process improvements and best practices to enhance the customer experience.

Nearside does not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.