Customer Support Agent, Tier 1

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.