SFS Customer Success Advocate

"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".

Job Title: SFS Customer Success Advocate

Job Category: Support & Operations

Location: Oakland, CA (100% REMOTE)

Contract Duration: 3 months from the start date, with the possibility of extension based on performance and business needs (Estimated Start Date: 04/21/2026; Estimated End Date: 07/18/2026)

Hours Per Week: 40.00; Hours Per Day: 8.00

Travel: No

Equipment: MacBook

Pay Rate Range: $20/hr. - $24/hr. On W2

Job description:

Duties:

• The team is seeking a highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space. The SFS team is responsible for safely providing funds to our customers to help them grow their businesses.
• The Operations team on SFS provides a white-glove experience to our Sellers, and this role will be the first line of support for our Seller community. In this role, you will provide support to Sellers with Loans questions/needs and become a leader in all inquiries SFS and Loans related.
• You will use your proximity to customers to identify issues that will continually improve the customer experience for loan borrowers. The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience.
• Successful agents quickly become experts on Loans and have an opportunity to impact the product roadmap and customer experience on as mall, nimble team.

Role Responsibilities:

• Effectively solve customer inquiries via phone and email using a CRM tool
• Understand escalation paths to effectively triage a seller's needs based on where they are in the cycle of their loan to mitigate risk
• Answer customer questions regarding business documents or current loan information
• Maintain or exceed established service level agreements and guidelines for the timely resolution of queued transactions to minimize potential revenue losses
• Identify, document, and follow up with cross-functional teams on product bugs and features
• Advocate for our Seller community by identifying trends in issues and suggesting improvements to processes, policies, and products
• Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers
• Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
• Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.

Skills:

• Written and verbal communication skills
• 1 years of professional experience with either a financial institution or a payment provider preferred
• Enjoy working in a fast-paced and rapidly changing start-up environment, with the ability to adapt to new situations and think on your feet quickly.
• Experience in direct customer-facing roles
• Interest in implementing feedback and dedicated to the improvement of your skills and work
• Strong organizational, analytical, written, and verbal communication skills
• Superb attention to detail
• Excellent time-management skills
• A desire to help people and improve the customer experience
• A passion for and customers engaging with products
• Bilingual in Spanish is a plus

Education: 1 years of customer service experience

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.