Join the Team at Solutions by Text: Where Customer Support Meets Innovation
Are you a passionate and experienced customer support professional looking for a new challenge? Do you thrive in fast-paced environments and have a knack for resolving complex issues? Solutions by Text (SBT) is seeking a highly skilled Senior Customer Support Representative to join our remote team. As a key player in our organization, you will provide top-notch support to our customers, ensuring their needs are met and exceeded. If you're ready to take your career to the next level and be part of a dynamic and growing company, we want to hear from you!
About Solutions by Text
Solutions by Text (SBT) is a pioneering company that delivers impactful conversational messaging and convenient payment solutions to highly regulated industries. Founded on the principles of compliance and innovation, SBT has become the trusted partner for over 1,400 consumer finance organizations, including leading brands in auto finance, banking, and lending. Our cutting-edge technology and commitment to excellence have earned us recognition as part of the Inc. 5000 fastest-growing companies and Best Places to Work.
Our Culture and Values
At SBT, we pride ourselves on our collaborative and dynamic culture. We value diversity and inclusion, and strive to create an environment where everyone can thrive. Our team members are passionate, driven, and committed to delivering exceptional results. We offer a range of benefits and perks, including competitive salaries, comprehensive health insurance, and opportunities for professional growth and development.
Job Summary
As a Senior Customer Support Representative at SBT, you will play a critical role in providing consultative text and payment support to our customers. You will be responsible for handling high-priority inbound customer requests, managing issues in collaboration with technical partners, and analyzing customer requests to ensure adherence to service level agreements (SLA). If you're a detail-oriented, self-motivated, and adaptable individual with excellent communication skills, we encourage you to apply.
Key Responsibilities:
- Resolve complex inbound customer support and technical questions, requests, and issues in a timely and efficient manner.
- Deliver expert knowledge and technical consulting by phone, email, chat, and webinar channels to ensure customer satisfaction.
- Develop an expert-level working knowledge of SBT's products, structures, workflows, and platform features to provide accurate and effective support.
- Take ownership and accountability of customer requests, contributing to a high level of customer satisfaction (CSAT).
- Manage customer escalations with persistence and urgency, ensuring prompt resolution and follow-up.
- Ensure customers receive the appropriate level of detail and follow-through on their requests and issues.
- Utilize available tools and operational processes in accordance with company policies, procedures, and SLAs.
- Handle customer complaints with care, ensuring they are brought to the attention of leadership and resolved promptly.
- Maintain accurate and detailed records of customer interactions, action items, and file documentation.
- Remain current on SBT platform releases, compliance updates, and changes in company policies.
- Contribute to the development of the SBT Knowledge Base to improve customer support and reduce resolution times.
- Collaborate with management to effectively train and mentor junior staff members, as needed.
Compliance Duties:
As a Senior Customer Support Representative, you will also play a key role in ensuring compliance with industry regulations and company policies.
- Identify non-conforming processes and promote best practices in compliance with customers.
- Stay current on industry regulations, including FDCPA, TCPA, CTIA, and other industry-related requirements.
- Adhere to the Company's Code of Conduct/Ethics and ensure the security of information.
Requirements and Qualifications:
To be successful in this role, you will need:
- 3+ years of applicable Senior Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity.
- Experience managing higher complexity, larger customer requests in a fast-paced environment.
- Experience with Postman and SoapUI (or similar tools).
- Proven analytical and problem-solving skills.
- Excellent detail-oriented, organizational, and time management skills.
- Ability to listen and collaboratively problem-solve.
- Passion for increasing customer happiness and deepening customer relationships.
- Proficient in working with Microsoft Office and Zoom phone/webinars.
- Customer focus and adaptability to different personality types and situations.
- Excellent verbal and written communication skills.
- Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners, and visitors.
- Experience with texting and/or payment solutions is a plus.
- HubSpot, Salesforce, and Jira experience is a plus.
- Bachelor's degree is preferred.
Career Growth Opportunities and Learning Benefits:
At SBT, we are committed to the growth and development of our team members. We offer:
- Comprehensive training and onboarding program.
- Ongoing coaching and mentoring.
- Opportunities for professional growth and advancement.
- Access to industry-leading tools and technologies.
- Recognition and rewards for outstanding performance.
Work Environment and Company Culture:
We offer a dynamic and supportive work environment that values:
- Collaboration and teamwork.
- Innovation and creativity.
- Diversity and inclusion.
- Work-life balance.
- Professional growth and development.
Compensation, Perks, and Benefits:
We offer a comprehensive compensation package that includes:
- Competitive salary.
- Comprehensive health insurance.
- Retirement savings plan.
- Paid time off and holidays.
- Opportunities for bonuses and incentives.
How to Apply:
If you're excited about the opportunity to join our team and contribute to our mission, please click the "Apply Now" button to submit your application. We can't wait to hear from you!
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