Customer Success Specialist

ABOUT THE ROLE As a Customer Success Specialist at Creem, you'll be the human on the other side of the screen when developers, founders and finance teams trust us with their money movement. This role is for someone who treats customer outcomes as a craft, not a ticket queue. You'll own the day-to-day relationship with merchants from the moment they apply: reviewing onboarding submissions, running KYB and KYC checks, answering support questions, and steering compliance edge cases to resolution. You're the first line of defense for trust and safety, and the first source of empathy when a merchant is stuck. Beyond reactive support, you'll shape how we approach merchant operations as we scale. You'll spot recurring patterns, flag gaps in our processes, and translate what merchants actually need into structured feedback that drives product and policy decisions. The judgment calls you make on approvals, edge cases and policy interpretation directly influence how Creem grows. This is not a script-reading job. You'll have real authority to make decisions on merchant approvals, refunds, edge-case compliance, and product feedback that gets shipped within days, not quarters. Your voice shapes who Creem says yes to and how we say it. WHAT YOU'LL DO Onboarding Reviews: Review merchant submissions against our acceptable use policy, KYB/KYC requirements, and risk thresholds. Approve, request more information, or reject with clear reasoning. KYC & KYB Operations: Run identity and business verification checks end-to-end. Spot the difference between a legitimate edge case and a red flag. Merchant Support: Respond to questions across email, community channels and feedback tools, from billing and tax inquiries to onboarding status and compliance clarifications. Compliance Operations: Execute on compliance reviews, document collection, manual product checks, and the operational details that keep our platform clean. Payouts Support: Help merchants through payout setup, identity checks, and resolution of failed or delayed payouts. Triage & Escalation: Direct technical issues to engineering, compliance escalations to Compliance team, and product feedback into the roadmap with clear context. Feedback Loop: Translate what merchants are actually saying into structured signal that drives product and policy improvements. Process Improvement: Identify recurring problems and turn them into documentation, automation requests, or policy updates so they don't keep happening. WHAT WE VALUE Customer Empathy: You actually care whether the person on the other end gets unstuck. Judgment Under Ambiguity: Not every situation here comes with a clear playbook - in those cases, you'll need to shape the call yourself. Ownership: You take responsibility for outcomes, not throughput. A closed ticket with an angry merchant is not a win. Speed With Care: You move fast, but you read the documents before you decide. AI-First Mindset: You use AI tools to amplify your work and have opinions about what they're good and bad at. REQUIREMENTS Customer-Facing Experience: 2+ years in customer success, support, account management, ops, or a similar role where merchants or customers were your responsibility. Written Communication Excellence: You write clearly, calmly and concisely in English, even when the merchant is panicking. Operational Rigor: You're comfortable with checklists, audit trails, and the discipline that compliance work demands. Tooling Comfort: Quick to pick up new tools and dashboards. Not afraid of a SQL query if it helps you find the answer. BONUS QUALIFICATIONS Fintech or Payments Background: Previous experience in payments, merchant of record, KYC/KYB, AML, or merchant onboarding. Compliance Exposure: Worked alongside compliance, fraud, or risk teams. Developer-Adjacent: Comfortable reading API docs and helping technical merchants without panicking. Languages: Spanish, Mandarin, Portuguese or other languages that map to global growth markets. AI-Native Workflows: You already use AI assistants in your daily work to move faster. OUR OFFER TO YOU Competitive Compensation: A highly competitive salary package reflecting your expertise and impact. Relocation Support: Comprehensive relocation assistance, visa processing if needed, and first month's rent covered. Learning & Development: Dedicated budget for courses, conferences, and resources. Flexible Time Off: We trust you to manage your energy and take time when needed. Team Adventures: Regular gatherings in exciting locations to strengthen bonds and share ideas. Direct Impact: Your merchant insights will directly influence product decisions.