| Department |
Reports To |
Employment Type |
Location |
| Client Success |
Head of Client Success |
Full-Time |
Remote / Hybrid |
About FinMkt
FinMkt is a leading fintech SaaS company providing customized consumer financing and payment solutions primarily in the home improvement and healthcare verticals.
The Role
As a Client Support Specialist, you will be the primary point of contact for platform users navigating FinMkt’s products and services. You’ll handle a mix of administrative coordination and hands-on technical troubleshooting—ensuring clients get accurate, timely, white glove support that keeps their sales operations running smoothly. This role is built for someone who is organized, tech-savvy, and genuinely motivated by helping others succeed.
Key Responsibilities
Client Support & Communication
- Serve as the first point of contact for inbound support requests via email, chat, and phone, resolving issues with clarity and efficiency.
- Diagnose and resolve platform access issues, account configuration problems, and user workflow questions.
- Escalate complex technical issues to the appropriate internal team, maintaining clear communication with the client throughout the resolution process.
- Document support interactions and resolutions accurately in the ticketing system.
Administrative Support
- Assist clients with onboarding tasks including account setup, document submission, and platform orientation.
- Maintain accurate client records and support data integrity across internal systems.
- Coordinate with Account Management, Product, and Compliance teams to address client needs promptly.
- Prepare support summaries, usage reports, and client-facing documentation as needed.
Technical Support
- Troubleshoot platform-level issues including integrations, data discrepancies, and workflow errors.
- Guide users through technical processes with patience, using plain language appropriate to the client’s technical background.
- Contribute to the internal knowledge base by documenting recurring issues and effective resolutions.
- Identify patterns in support volume and surface product feedback to the Product team.
Qualifications
Required
- 3+ years of experience in a client-facing support, customer success, or operations role.
- Strong written and verbal communication skills; able to explain technical concepts in accessible terms.
- Comfortable working in web-based SaaS platforms and CRM/ticketing tools (e.g., Jira, Intercom).
- Highly organized with the ability to manage multiple open cases and prioritize effectively.
- Proven ability to work cross-functionally and follow through on commitments.
Preferred
- Experience supporting clients in a fintech, lending, or financial services environment.
- Home improvement or healthcare consumer financing experience is a plus.
- Familiarity with API integrations, data formatting, or basic troubleshooting workflows.
- Bachelor’s degree in Business, Finance, Communications, or a related field.