{"id":1573445,"url":"https://alion.io/job/possible-finance-operations-associate-tier-1","title":"Customer Support Agent, Tier 1","company":{"id":8905,"name":"Possible Finance","domain":"possiblefinance.com","url":"https://alion.io/company/possible-finance","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":36000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T21:49:45Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-23T23:46:59Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"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.\nWhy this role matters:\nCustomer 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.\nThis 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.\nWhat you’ll do:\nReceive and respond to customer inquiries received via email, phone, chat, and other channels as needed\n\nClassify inquiries based on severity, type, and priority\n\nInvestigate and/or resolve inquiries according to knowledge base articles and reference materials\n\nEscalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 / Tier 3 team\n\nAccept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed\n\nParticipate in cross-training in order to assist with backup coverage for other areas of Operations as needed\n\nPossess a comprehensive understanding of our company mission, products, and full range of services offered\n\nProcess, close, and/or reroute support tickets in line with our required SLAs.\n\nCollaborate with peers and manager to problem-solve everyday issues effectively and efficiently.\n\nWhat you’ll bring:\nFluency in Spanish and English, both written and verbal\n\nOutstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers\n\nAbility to multi-task in a fast-paced and constantly evolving environment\n\nSelf-motivated to gain basic proficiency with new technologies, including Ai programs\n\nDemonstrated ability to support customers via chat, phone, and email\n\nAbility to work independently or work in small teams\n\nStrong analytical problem-solving abilities\n\n1-2 years of experience in a customer service role\n\nWeekend availability, comfort working remotely or in-office, and ability to work Eastern Time business hours\n\nExperience working in the FinTech care industry is a plus but not required\n\nThis role will be hired through our EOR (Employer of Record) as a full-time hourly role with traditional local Heredia, Costa Rica benefits.\nPossible 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.\nLearn more about us as a Public Benefit Company.","description_format":"text","description_chars":3321,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Costa Rica","iso":"CR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-10-01T08:53:47Z"}],"visa":[],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":1,"p_active":0.67,"p_room":0.75,"age_days":22,"expected_fill_days":26,"reasons":["conf:0","win:late","comp:junior"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/possible-finance-operations-associate-tier-1","json_url":"https://alion.io/job/possible-finance-operations-associate-tier-1.json","meta":{"generated_at":"2026-10-24T02:07:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3452,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8905},"rest":"https://alion.io/mcp/rest/get_company?id=8905"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpossible-finance-operations-associate-tier-1"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpossible-finance-operations-associate-tier-1"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpossible-finance-operations-associate-tier-1"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/possible-finance-operations-associate-tier-1\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpossible-finance-operations-associate-tier-1"}]}