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Open nowPosted 36 days ago

Customer Support Agent, Tier 1

POSSIBLE7 open roles

Where
Costa Rica
Work mode
Hybrid
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Your applicationOpen nowCustomer Support Agent, Tier 1POSSIBLE · Costa Rica

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on POSSIBLE's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. POSSIBLE postings stay open a median of 18 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted 36 days ago

POSSIBLE median: 18 days open

The posting

Since our founding, we’ve delivered over $1 billion in funding to more than 1 million customers and saved them over $500 million. At Possible, we’re building a new kind of consumer finance company, one that helps people stay out of debt rather than profit from keeping them in it.

Why this role matters:

Customer support is where we test our mission every day. When someone reaches out to us, they're often navigating a hard moment: an unexpected expense, a question about their account, or a decision that affects their financial health. As a Tier 1 Customer Support Specialist, you are the person who shows up for them. You're helping real people receive help, understand options, and build toward economic mobility, one conversation at a time.

This role is also your chance to help us build something new. As Possible grows its team presence outside of the US, you will help establish a whole new team with real opportunity. You'll work alongside a fast-growing tech company with a product that's earned over 100,000 five-star reviews. Early team members have the chance to grow as the team scales, shape how we operate locally, and build a career with a company that's still writing its next chapter.

What you’ll do:

- Receive and respond to customer inquiries received via email, phone, chat, and other channels as needed

- Classify inquiries based on severity, type, and priority

- Investigate and/or resolve inquiries according to knowledge base articles and reference materials

- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 / Tier 3 team

- Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed

- Participate in cross-training in order to assist with backup coverage for other areas of Operations as needed

- Possess a comprehensive understanding of our company mission, products, and full range of services offered

- Process, close, and/or reroute support tickets in line with our required SLAs.

- Collaborate with peers and manager to problem-solve everyday issues effectively and efficiently.

What you’ll bring:

- Fluency in Spanish and English, both written and verbal

- Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers

- Ability to multi-task in a fast-paced and constantly evolving environment

- Self-motivated to gain basic proficiency with new technologies, including Ai programs

- Demonstrated ability to support customers via chat, phone, and email

- Ability to work independently or work in small teams

- Strong analytical problem-solving abilities

- 1-2 years of experience in a customer service role

- Weekend availability, comfort working remotely or in-office, and ability to work Eastern Time business hours

- Experience working in the FinTech care industry is a plus but not required

This role will be hired through our EOR (Employer of Record) as a full-time role local to the Heredia, Costa Rica area.

Possible Finance is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.

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  1. A CV for this posting

    Written against POSSIBLE's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on POSSIBLE's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    POSSIBLE's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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