Tier 1 Customer Success Agent (Philippines)
Possible Finance · Remote · Remote, Philippines ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote
- Customer support role
- English fluency required
- Fintech industry
- 1-2 years experience
Possible is a Public Benefit Corporation dedicated to helping customers avoid debt cycles through affordable credit products. As a Tier 1 Agent, you will handle initial customer inquiries, classify their severity, and provide timely resolutions or escalations.
The company operates as a fully distributed team with a global workforce, prioritizing both customer financial health and employee experience. You will work independently or in small teams to maintain high service standards.
What you'll do
- Respond to customer inquiries via email, callbacks, and other channels
- Classify incoming requests based on severity and priority levels
- Resolve issues using knowledge base articles and reference materials
- Escalate complex problems to Tier 2 or Tier 3 support teams
- Maintain ownership of requests until resolution or escalation
- Participate in cross-training for operational backup coverage
- Develop comprehensive understanding of company mission and services
What you'll need
- Fluent in English, both written and verbal
- Strong written and verbal communication skills
- Ability to multitask in a fast-paced environment
- Self-motivated to learn new technologies and AI tools
- Experience supporting customers via chat, phone, and email
- Capable of working independently or in small teams
- Strong analytical and problem-solving abilities
- 1-2 years of experience in a customer service role
Nice to have
- Experience working in the FinTech care industry
How you'll work
- Fully distributed company with global workforce
- Remote position based in Philippines