User Support Specialist

Job Description

As a User Support Specialist at Array, you will resolve inbound customer calls, review customer account and billing details, and deliver accurate solutions for our customers. You'll bring patience and empathy to customers navigating financial stress and surface systemic issues as an advocate for the customer. This role reports to the Senior Manager, Technical Support.

You will:

• Successfully resolve customer calls by determining the reason for customer outreach, identifying solutions, and executing or escalating as necessary.
• Manage inbound and outbound calls in a timely, efficient manner.
• Responsible for providing accurate support from start to finish to resolve customer inquiries or concerns.
• Understand and strive to meet or exceed call center or other operational metrics while providing excellent and consistent customer service.
• Identify trends or systemic issues and escalate internally within the organization, as an advocate for the customer.
• Effectively listen and demonstrate empathy with customers who may be frustrated or stressed about finances or other experiences.
• Review customer accounts, providing updates and information about billing and payments.
• Responsible for keeping records of information received in conversations and logging it into the database.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Maintain up-to-date familiarity with our product offerings to deliver accurate support.

You have:

• 2 + years of call center experience (Customer service).
• Experience in the Fintech or financial services fields, with a focus and/or understanding of loan or mortgage support.
• Ability to dissect customers’ situations to define the request and create a resolution for the problem.
• Listening, verbal, and written communication skills in both Spanish and English with the ability to build empathy and rapport with our customers.
• Ability to thrive in a fast-paced and goal-oriented environment with a track record of top-tier performance.
• Positive attitude and the ability to collaborate with other team members and internal departments.
• Basic understanding of REST APIs and SQL for reviewing and querying data is a plus.

Pay transparency:

$60,000 + for base salary, depending on experience. Full time employee compensation includes an Incentive Stock Option (ISO) grant, subject to Board approval.

Expected interview process:

Recruiter Conversation - Hiring Manager Interview - Loop round: How We Work, Meet the Support Lead

Expected onboarding process:

Onboarding at Array is active, not passive: new hires spend their first two weeks building fluency in our products, customers, and value proposition, and are expected to pass scored assessments before beginning role-specific work. Success means meeting defined performance standards through a six-month evaluation period — with continuou