SFS Customer Success Advocate

LHH is actively seeking a highly motivated Customer Success Advocate to support customers and help mitigate risk within the business financing space. This will be a 100% remote long term contract with our client.As part of the SFS Operations team, you will deliver a white-glove support experience and serve as the first level of support for Square Sellers using Square Loans. In this role, you will become a trusted expert on Square Loans, handling customer inquiries, identifying potential risks, and uncovering opportunities to improve the overall borrower experience.You will work closely with Sellers, internal partners, and cross-functional teams to resolve issues, advocate for customer needs, and contribute insights that help shape product improvements. This is an opportunity to make a meaningful impact on both customer experience and the evolution of Square Loans while working on a small, nimble, and collaborative team.Key ResponsibilitiesResolve customer inquiries via phone and email using CRM tools, delivering timely and accurate support.Serve as a subject matter expert for Square Loans, addressing questions related to loan status, documentation, and account details.Triage and escalate issues appropriately based on where a Seller is in the loan lifecycle to support risk mitigation efforts.Meet or exceed service level agreements (SLAs) to ensure efficient resolution of queued transactions and minimize potential revenue loss.Identify, document, and follow up on product bugs, process gaps, and feature requests with cross-functional partners.Advocate for the Seller community by identifying trends and recommending improvements to processes, policies, and products.Collaborate with teammates and partner teams to find solutions and share knowledge.Participate in ongoing training to maintain knowledge of BSA/AML requirements and perform related duties as required.Effectively work in a remote or distributed environment, collaborating via Slack and video conferencing tools.Qualifications & Skills1 years of professional experience in a financial institution, payment provider, or customer-facing role (preferred).Strong written and verbal communication skills with the ability to explain complex information clearly.Proven experience in direct customer support or customer success roles.Highly organized with strong attention to detail and excellent time-management skills.Analytical mindset with the ability to assess situations quickly and make sound decisions.Comfortable working in a fast-paced, rapidly changing environment and adapting to new processes and tools.Passion for helping customers and improving the end-to-end customer experience.Interest in learning from feedback and continuously improving skills and performance.Bilingual in Spanish is a plus.Education & Experience1 years of customer service or customer support experience.Pay Details: $22.00 to $24.50 per hourSearch managed by: Kaitlynne Hope Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/DisabledMilitary connected talent encouraged to applyTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www-uat.lhh.com/us/en/candidate-privacyThe Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:The California Fair Chance ActLos Angeles City Fair Chance OrdinanceLos Angeles County Fair Chance Ordinance for EmployersSan Francisco Fair Chance OrdinanceMassachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Salary : $22 - $25