Customer Success Specialist

Job overview

The Customer Success Specialist role is in person in Pensacola, FL. Compensation is not specified. Instant Financial operates an instant-pay platform that gives employees access to earned pay or tips after shifts, and this role supports its Customer Experience Team. The specialist resolves client and account-holder support issues, investigates root causes with other departments, and audits outsourced call-center interactions. The role also documents procedures and may facilitate agent training, helping the team scale support while maintaining service quality and informing product improvements.

What you'll do

• Manage and resolve support tickets from client administrators and account holders
• troubleshoot issues and work with cross-department teams to identify root causes
• partner with colleagues to improve customer experience
• conduct monthly quality audits of call-center interactions and support tickets
• document and update standard operating procedures
• occasionally facilitate call-center agent training
• provide occasional weekend coverage for high-priority tickets.

What we're looking for

Skills & competencies

customer success specialist

customer experience

pensacola fl

instant financial

instant pay platform

client support

technical troubleshooting

support tickets

quality audits

call center training

process documentation

occasional weekend coverage

crm and cloud software

Work arrangement

• Weekend coverage required

Benefits & perks

• Professional growth and career development
• collaborative team environment
• flexible vacation time
• retirement plan with company match
• medical, dental, and vision coverage.

Why this role

The role includes occasional weekend coverage for high-priority support tickets.

About the employer

Instant Financial USA Inc is hiring for this role. Industry: Financial Transactions Processing, Reserve, and Clearinghouse Activities. Sector: 52.