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 hourly role with traditional local Heredia, Costa Rica benefits.

• 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.

• Learn more about us as a Public Benefit Company.