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Possible is a consumer finance company that has delivered over $1 billion in funding to more than 1 million customers while saving them over $500 million. The company is building a new kind of finance platform focused on helping people stay out of debt rather than profiting from keeping them in it. The company has earned over 100,000 five-star reviews and is expanding its team presence outside the US.
As an Operations Associate, Tier 1, you will be the first point of contact for customers navigating financial decisions and challenges. You'll receive and respond to customer inquiries via email, phone, chat, and other channels. Your responsibilities include classifying inquiries by severity, type, and priority; investigating and resolving issues using knowledge base articles and reference materials; escalating complex issues to Tier 2/Tier 3 teams; and maintaining ownership of requests with timely customer updates until resolution or escalation.
You'll also process and close support tickets in line with service level agreements, participate in cross-training to support other operations areas, and collaborate with peers and your manager to solve everyday issues efficiently. You'll develop a comprehensive understanding of Possible's mission, products, and full range of services.
This is an opportunity to help establish a new team in Costa Rica as the company grows internationally. Early team members will have the chance to grow as the team scales, shape how operations function locally, and build a career with a company still writing its next chapter.
REQUIREMENTS:
- Fluency in Spanish and English, both written and verbal
- Outstanding written and verbal communication skills with ability to interact effectively with internal teams, partners, and customers
- Ability to multitask in a fast-paced, constantly evolving environment
- Self-motivated to gain basic proficiency with new technologies, including AI programs
- Demonstrated ability to support customers via chat, phone, and email
- Ability to work independently or in small teams
- Strong analytical problem-solving abilities
- 1-2 years of experience in a customer service role
- Weekend availability and comfort working remotely or in-office
- Ability to work Eastern Time business hours
- Experience in FinTech customer care is a plus but not required
