Company Overview

LoanWell is an automated loan origination and portfolio management solution for community lenders - banks, credit unions, CDFIs, loan funds, and foundations. We've built the "Squarespace for Lenders", a white labelled platform with end-to-end functionality for application intake, origination, task management, underwriting, closing, servicing, and reporting. LoanWell automates the back office so the community lenders can do what they do best - fund our local small businesses and economies.

We are a mission-driven FinTech, helping increase access to capital for those typically left out of the financial system and improve access to affordable capital for the small businesses that power our local and national economies. LoanWell is a quickly-scaling enterprise SaaS company with an office out of American Underground - a Google Tech Hub in the startup hub of downtown Durham, NC.

The Position

A Customer Support Specialist assists customers with technical issues, resulting in better product usage and engagement. This is a critical role that directly influences our customers' experience and satisfaction with LoanWell as well as the operations of their own business. You will apply deep product knowledge and excellent customer skills to help CDFI and Loan Fund organizations seamlessly incorporate LoanWell into their operations. Your role will help LoanWell establish and develop a reputation for customer focus and excellent outcomes.

Your primary responsibility will be to respond to customer inquiries by answering questions, following up on issues, developing solutions, and guiding users. Internally you will work with technical teams to document and resolve issues. Your key skills will include organization, attentiveness, patience, communication, follow-through, and the ability to build trusting relationships. You will draw on technical, product and industry knowledge to act as a go-to resource.

As the first Customer Support hire, you will have the opportunity to help create processes, materials and documentation that establish the foundation for Customer Support as a vital and scalable function within LoanWell.

Requirements

The Ideal Candidate Would Have:

• 3+ years of customer support or technical support experience in an early-stage B2B SaaS organization.
• Ability to manage multiple customer accounts, issues and priorities simultaneously
• Excellent communication skills and a customer service mindset
• An entrepreneurial and problem-solving attitude
• Initiative to work independently
• Hands-on approach to problem solving
• Finance, technical, or other analytical 4 year degree
• Experience in the financial tech ecosystem
• Bonus for CDFI, credit union or community lender experience

Duties & Responsibilities

• Respond to customer requests, questions and complaints in a timely and accurate way via phone, email, chat or other support channels
• Help customers understand and use product features
• Update our internal databases with information about technical issues and useful discussions with customers
• Follow up with customers to ensure their technical issues are resolved
• Inform customers about new features and functionalities when relevant
• Identify potential up-sell or cross-sell opportunities for Sales leadership
• Gather customer feedback and share with our internal teams
• Create reusable guides and documents for customers

Reporting

You will be working directly with and reporting to our Founder and CEO, Bernard Worthy

Benefits

• Salary range dependent on experience level
• Unlimited PTO
• Flexible Work From Home Policy
• Headquartered at American Underground (a Google Tech Hub)
• Weekly Social Events with a Community of Startup Employees
• Discounted Access to YMCA Facilities for Health and Wellness