Customer Support Specialist (Full-Time, Hourly)
Location: Remote (U.S.) Employment Type: Full-Time, W2 Hourly, Overtime-Eligible
About the Role
This is a front-line role, and it's a tough one. You'll be the eyes and ears on the ground for how our product actually holds up in the real world: triaging issues as they surface, enforcing our policies consistently, and helping users understand exactly how the product and their repayment terms work.
A large part of the job is loan servicing and collections. That means holding users accountable to their payment obligations, sometimes in difficult conversations, while treating them with professionalism and respect. This is not a financial advice role. It's about enforcing policy clearly, guiding users through the mechanics of their loan, and knowing when and how to escalate.
Schedule
This is a full-time, hourly role, Monday through Friday, working an 8-hour shift within our support business hours of 8:00 AM to 6:00 PM ET.
- Expected hours: 40 hours per week
- Shift: one consistent 8-hour shift, scheduled within the 8a to 6p ET window
- Flexibility: we're flexible on exactly where your shift falls within that window and can work with your preferred start time
What You'll Do
- Product Triage: Be the front line for identifying where the product is breaking down for users and get that information to the right internal team.
- Policy Enforcement: Apply our policies consistently and explain them clearly, even when the answer isn't what the user wants to hear.
- Loan Servicing & Collections: Guide users through repayment, hold them accountable on missed or late payments, and manage collections conversations with professionalism and clarity.
- User Education: Make sure users understand how the product works and what their obligations are. This is not financial advice; it's clear, accurate product and policy guidance.
- Cross-Team Collaboration: Partner with internal teams to surface trends and improve systems, processes, and the overall user journey.
Who You Are
- 2+ years in customer support (SaaS, FinTech, or high-volume environments preferred)
- Comfortable enforcing policy and holding a firm line in a difficult conversation
- A strong written communicator: clear, concise, and human
- Comfortable handling time-sensitive or sensitive financial conversations
- Detail-oriented and highly reliable
- Familiar with tools like Intercom, Slack, Notion, and Google Workspace
- Someone who thrives in a structured but fast-moving environment
How You Work
This role is best suited for someone who is adaptable, flexible, and comfortable in a startup environment:
- You're comfortable operating without perfectly defined processes and can navigate ambiguity with confidence
- You're proactive and resourceful; you don't wait for perfect answers to move things forward
- You collaborate well across teams and time zones, even when dependencies take time
- You're comfortable in a scrappy, evolving environment where processes are intentionally lightweight and continuously improving
- You stay calm and firm while enforcing policy with users who may be frustrated or under pressure
This is not a traditional, highly structured support environment, and that's by design.
Why This Role Is Different
- Full-time, hourly role with a consistent Monday through Friday schedule
- Real, hands-on exposure to how a consumer lending product is built, serviced, and collected on
- High ownership and visibility within a small, fast-moving team
- A genuine entry point into fintech and the broader tech industry
About Livble
Livble is an embedded finance platform that lets renters split their rent into installments aligned with their paychecks, helping them avoid late fees and manage cash flow with more flexibility. As of mid-2025, Livble is a product of RealPage, integrated with leading property management platforms including OneSite (LOFT), Buildium, ClickPay, TurboTenant, Baselane, Innago, and more.
Interested?
If you're excited to be on the front lines of a consumer lending product and you're ready for the accountability and structure that comes with it, we'd love to connect.