Customer Support Specialist

Position Overview

This Customer Support Specialist role is a full-time, hourly position based remotely within the United States. Serving as the primary point of contact, you will monitor how our product performs with users, manage issue triage, enforce company policies, and assist users in understanding product details and repayment terms.

Key Responsibilities

• Act as the initial responder for product-related issues and relay needed information to respective teams.
• Consistently apply and clearly communicate company policies to users, even in challenging conversations.
• Manage loan servicing and collections by guiding users through repayment processes and handling delinquent payments professionally.
• Educate users on product functionality and their payment obligations without providing financial advice.
• Collaborate across teams to identify trends, improve procedures, and enhance the user experience.

Work Schedule

• Full-time commitment, working Monday through Friday.
• Maintain one fixed 8-hour shift scheduled anytime between 8:00 AM and 6:00 PM Eastern Time.
• Flexible shift start times within business hours to accommodate preferences.

Preferred Qualifications

• A minimum of two years’ experience in customer support, ideally in SaaS, FinTech, or high-volume customer environments.
• Ability to firmly enforce policies and manage sensitive discussions with professionalism.
• Strong written communication skills—clear, precise, and empathetic.
• Experience handling urgent and sensitive financial conversations.
• Highly detail-oriented and dependable.
• Familiarity with tools such as Intercom, Slack, Notion, and Google Workspace.
• Ability to thrive within a structured yet rapidly evolving fast-paced environment.

Work Style

• Comfortable working in settings without fully defined procedures, adept at managing ambiguity.
• Proactive and resourceful, advancing tasks even in the absence of complete information.
• Collaborates effectively across different teams and time zones, managing dependencies with patience.
• Adaptable to a continuously changing and improving work process.
• Maintains composure and firmness when communicating policy to frustrated or pressured users.

About Livble

Livble is an embedded finance platform that enables renters to break down their rent payments into installments aligned with their pay periods, helping avoid late fees and improve cash flow management. As of mid-2025, Livble operates as a RealPage product integrated with multiple property management platforms including OneSite, Buildium, ClickPay, and others.

Additional Information

This role offers hands-on experience in consumer lending product operations, with significant visibility and ownership on a dynamic small team, providing a solid entry point into fintech and technology sectors.