Level

Customer Success Advocate

Contract in Seattle, WA - Remote OK - Associate

Customer Success Advocate

Location: Remote

Level (Level Technology, Inc.) empowers people to build and grow microbusinesses with the portable financial benefits they need to prosper. Designed for micro-entrepreneurs who are building businesses on the rails of our labor marketplace partners, Level is the financial services platform which will power our growing on-demand economy.

Compensation range: $15-$18/hr

Seniority level: Associate

Employment: Contract (potential to becoming full-time with benefits after a 90-day period)

Job Functions: Customer Service, Account Management, Process improvement

Summary

The Customer Success team is primarily responsible for delighting customers by processing their advance requests/applications, answering all of their business financing needs, and obsessing over their satisfaction at all times. As an in-office or remote Customer Success Advocate (CSA), you will provide customer operations and multi-level account management support for Level customers to maximize the company’s value creation and business growth opportunities. The CSA must be customer-centric, pay close attention to detail, and have the ability to collaborate cross-functionally internally and externally.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Work closely with the Head of Customer Success in the execution of daily account operations in support of the overall strategy and customer expectations
  • Use Level’s resources to maintain and enhance key customer relationships, recommending new solutions and services through the evaluation of changing market conditions and customer needs
  • Manage load board for all assigned advance applications, ensuring Level’s turnaround standards and customer expectations are being met
  • Maintain close relationships with customers to prevent defaulting on their advances, once approved
  • Maintain high level of urgency on execution of customer accounts within Level’s standard operating procedures (SOPs)
  • Work collectively with team members to make sure all operational needs are covered daily
  • Proactively communicate and manage time-sensitive daily requests and problems such as expedited requests, escalations, and incorrect or missing customer information, advance agreement signing, and other relevant business information
  • Analyze customer advance applications and business finance needs to identify synergies that will maximize value for Level and business partners
  • Process and finalize advance applications necessary to meet department goals and customer expectations
  • Observe and assist Customer Success team on email inbox responses to drive efficiencies and department response times regarding application acceptance and disbursements
  • Understand team portfolio with regards to customer priorities, business needs, synergies, and solutions

Required Education And Experience

  • High school diploma or a GED
  • 3-5 years’ experience in a customer service, operations, account management, or administrative role
  • 1+ years’ experience in finance, banking, or other startup environment
  • Proficiency in Google Workspace and Microsoft Office

Additional Qualifications

  • Associate’s or bachelor’s degree preferred
  • Creative and strategic approach to problem-solving and potential issues
  • Customer service / relationship management
  • Exceptional time management and organizational skills
  • Demonstrate excellent written and verbal communication skills
  • Excels in team-based environment
  • Experience with HubSpot, Kixie, and other customer engagement tools (e.g., social media)

Work Environment and Physical Demands

This position operates in a professional office environment requiring prolonged periods in a stationary position working at a desk. Must be able to remain stationary 90% of the time. Constantly operates a computer and other office productivity machinery such as headsets, phones and printers. The person in this position frequently communicates with coworkers who have inquiries about customer and business decisions. Must be able to exchange accurate information in these situations as observed in web portals and software programs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Travel: Minimal travel may be required.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Please be aware all correspondence, interview requests, offers, etc. will only come from members of the talent acquisition team or Customer Success leadership teams with domains ending in @levelgoals.com.

Level Technology, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability status, sexual orientation, gender identity, age, protected veteran status or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions, such as remote/telecommuting options.