Support Specialist

At January, we bring humanity to consumer finance. Using data intelligence, we create trust and deliver better outcomes for consumers and creditors alike. Our mission is simple: expand access to credit while empowering consumers to achieve lasting stability and control of their financial lives.

We're adding a Support Specialist to our team, who will be responsible for handling inbound phone calls, emails, and texts from callers who are looking for help with their account. This individual will oversee our internal collection efforts, including the development and implementation of strategies for improving liquidation, borrower satisfaction, and client satisfaction. This position is intended for someone who is willing and able to handle high inbound volume while navigating multiple software systems.

• Manage inbound calls, emails, and texts from callers with the objective of addressing their account needs.

• Use ZenDesk to document communications, analyze user problems, resolve basic issues, and facilitate payments on behalf of callers who call in.

• Contribute to January’s contact center call procedures and processes, raising the bar for how we interact with callers.

• Improve existing contact center processes, assist in evaluating inbound call workflows, efficiencies, and problems to identify the most effective use of resources to meet capacity goals.

• Inform future product improvements by gathering user feedback through your use of January’s system and communication with callers. 

• Understand and adhere to all federal and state collection and consumer protection laws and regulations, as well as our internal policies and procedures.

• 1–2+ years in customer service, collections, or other high-volume customer-facing roles. Startup or fast-paced environment experience is a plus.

• Motivated by performance excellence, with a history of meeting or exceeding targets (borrower satisfaction, QA scores, team SLAs, recovery goals, handling time).

• Proven reliability and accountability — consistently delivering on commitments, communicating proactively, and being a dependable teammate.

• Strong verbal and written communication skills, with the ability to demonstrate empathy, adjust tone, and manage challenging customer conversations with professionalism.

• Comfort with CRM and support tools (Zendesk, Twilio, Google Workspace preferred), and curiosity toward new technologies and AI-driven process improvements.

• Awareness of compliance requirements and comfort navigating customer conversations that involve sensitive financial topics (payments, recoveries, or account issues).

• Deliver empathetic, timely, and compliant communications with callers and third-party partners across phone, email, and chat.

• Manage high volumes of interactions while consistently meeting or exceeding customer satisfaction, QA, team SLA, recovery, and handling time metrics.

• Take ownership of caller issues from start to resolution, ensuring clarity, trust, transparency, and accountability to performance goals.

• Adapt communication style to caller needs, handling difficult or emotional conversations with care, professionalism, and flexibility.

• Demonstrate accountability by preparing thoroughly, managing time effectively, and following through on commitments to callers and teammates.

• Surface caller insights by tracking feedback and escalating patterns, issues, or bugs with clarity.

• Collaborate cross-functionally with Product, Operations, and Compliance to address caller-impacting issues.

• Proactively suggest and contribute to process improvements and pilots that enhance both agent efficiency and caller experience.

• Stay agile in response to evolving caller needs, policies, and tools.
  

As a New York City-based company, we are dedicated to transparent, fair, and equitable compensation practices that reflect our commitment to fostering an environment where all team members are valued and supported. We encourage individuals from all backgrounds to apply.

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, veteran status, or any other legally protected characteristic.