Client Support Specialist
FinMkt is revolutionizing point of sale financing with a fully customizable, multi-lender, full credit spectrum SaaS solution. FinMkt’s award-winning, API-driven platform offers both end-to-end and modularized consumer financing and loan origination technology that empowers lenders, merchants, and enterprise partners to control their destiny with a customized solution tailored to their unique brand. FinMkt’s proprietary, omni-channel, and product-agnostic SaaS platform is optimized for home improvement, healthcare, and retail.
We believe that a team's shared values are critical to success and are proud of our beliefs, which center around honesty, integrity, passion, teamwork, and loyalty.
If those values describe you (and you have permanently removed the words "impossible" and "can't" from your vocabulary), then FinMkt is the place for you!
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.
Location:
NY, New York. Remote candidates will be considered but must be able to work ET.
FinMkt is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
Experience:
- professional client service or support: 1 year (Required)
- web-based ticketing tool: 1 year (Required)
Work Location: Remote
