Customer Success Advocate (Financial Services / Square Loans)

LanceSoft, Inc. is seeking a motivated and customer-focused Customer Success Advocate to support customers within the business financing and payments space. This role will serve as the primary point of contact for customers regarding loan inquiries, account support, and financing-related questions while delivering an exceptional customer experience.

Responsibilities:

• Handle customer inquiries via phone and email using CRM tools
• Provide support related to business loan accounts, financing inquiries, and customer documentation
• Understand escalation procedures and triage customer needs appropriately
• Maintain service level agreements (SLAs) and ensure timely resolution of customer requests
• Document customer interactions, product issues, and feature requests accurately
• Identify trends in customer concerns and recommend process or product improvements
• Collaborate with cross-functional teams to resolve customer issues effectively
• Participate in ongoing compliance and operational training, including BSA/AML requirements
• Support customers in a remote and collaborative work environment using communication platforms such as Slack and video conferencing tools
• Deliver a high-quality customer experience while maintaining attention to detail and operational accuracy

Requirements:

• 1+ years of customer service or customer support experience
• Loan Support Experience
• Experience working in a customer-facing environment
• Strong written and verbal communication skills
• Ability to multitask and adapt in a fast-paced environment
• Strong organizational and time-management skills
• Analytical thinking and problem-solving abilities
• Attention to detail and ability to manage multiple priorities
• Experience using CRM systems or customer support platforms
• Passion for delivering exceptional customer experiences
• Experience working in financial services, banking, lending, fintech, or payment processing industries
• Knowledge of loan servicing or business financing support
• Experience working in startup or rapidly changing environments
• Familiarity with BSA/AML compliance practices
• Experience collaborating in remote or distributed work environments