User Support Specialist

Array

User Support Specialist resolving customer calls, account, billing, and payment issues for Array’s fintech platform. Advocating for financially stressed customers while escalating systemic issues and maintaining accurate records.

Posted 8/14/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and call center operations, with a strong focus on resolving inquiries and providing support in the fintech sector. Proficient in bilingual communication and capable of analyzing customer situations to deliver effective solutions.

Highest-signal resume keywords

Customer Service ExperienceFintech Industry KnowledgeBilingual Communication SkillsCall Center OperationsProblem-Solving Ability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Inquiry ResolutionData LoggingBasic SQL UnderstandingREST API FamiliarityOperational Metrics Achievement

Soft Skills

EmpathyEffective ListeningCollaborationPositive AttitudeDe-Escalation Techniques

Industry Keywords

Financial ServicesLoan SupportMortgage SupportCustomer AdvocacyCall Management

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Resolve inbound customer calls by determining the reason for outreach, identifying solutions, and executing or escalating as necessary
Manage inbound and outbound calls in a timely, efficient manner
Provide accurate support from start to finish for customer inquiries or concerns
Meet or exceed call center and operational metrics while providing consistent customer service
Identify trends or systemic issues and escalate them internally as a customer advocate
Listen effectively and demonstrate empathy with frustrated or financially stressed customers
Review customer accounts and provide updates and information about billing and payments
Keep records of conversation information and log it into the database
De-escalate dissatisfied-customer situations with patient assistance and support
Maintain up-to-date familiarity with product offerings to deliver accurate support
Report to the Senior Manager, Technical Support

Requirements

What you’ll need

2+ years of call center/customer service experience
Experience in fintech or financial services, particularly loan or mortgage support
Ability to analyze customer situations, define requests, and create resolutions
Listening, verbal, and written communication skills in both Spanish and English
Ability to thrive in a fast-paced, goal-oriented environment with a record of top-tier performance
Positive attitude and ability to collaborate with team members and internal departments
Basic understanding of REST APIs and SQL for reviewing and querying data is a plus

Benefits

Comp & perks

Full medical, dental, and vision, premiums covered at 100% for full-time employees and 70% for dependents
Unlimited PTO and sick leave + 14 company holidays to encourage a healthy work-life blend
100% 401k match up to 4% with immediate vesting
Generous and competitive parental leave for all parents
$1,000 desk setup subsidy to set-up your unique remote office
$100/month to subsidize wifi/cell phone expenses
Summer Fridays (half-day Fridays) typically from late May to the end of August
Commuter benefits for those who choose to go into our New York City or San Francisco office spaces
Incentive Stock Option (ISO) grant, subject to Board approval