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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 unexpected expenses. 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; maintaining ownership of requests with timely customer updates; participating in cross-training for backup coverage across Operations; developing comprehensive understanding of the company mission, products, and services; processing and closing support tickets in line with SLAs; and collaborating with peers and your manager to solve everyday issues efficiently.
This is an opportunity to help establish a new team in Mexico as Possible grows internationally. Early team members will have the chance to grow as the team scales, shape local operations, 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 multi-task 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, comfort working remotely or in-office, and ability to work Eastern Time business hours
- Experience in FinTech customer care is a plus but not required
This is a full-time hourly role hired through an Employer of Record (EOR) with traditional local Monterey, Mexico benefits.
