Customer Support Specialist (US Based)

Customer Support Associate - US Based

About Cherry

Founded in 2019, Cherry is a fast-growing FinTech offering the simplest, fastest, and most inclusive BNPL solution for medical practices—including dental, medical aesthetics, and veterinary etc. We help practices treat more patients by making care financially accessible. Cherry is led by Stanford entrepreneurs with a previous successful exit and backed by top investors, including Kleiner Perkins and DCM.

About the Role

Cherry is looking for customer-obsessed, high-performing Customer Support Associates who are passionate about delivering exceptional customer experiences and thrive in a fast-paced, high-growth fintech environment. As a member of our Customer Support team, you'll play a critical role in supporting Providers and Consumers by resolving complex questions, delivering one-touch resolutions, and building trust through every interaction. If you're energized by solving problems, making a meaningful impact, and growing your career with a rapidly scaling company, we'd love to hear from you.

Responsibilities

• Resolve Provider and Consumer inquiries with one-touch resolution while delivering an exceptional customer experience across phone, live chat, email, and SMS

• Manage a high volume of inbound and outbound customer and provider interactions while maintaining quality, accuracy, and efficiency

• Investigate customer inquiries, assess account activity, and deliver accurate, timely resolutions

• De-escalate complex customer situations with professionalism, empathy, and sound judgment

• Accurately document customer interactions and account-level issues

• Partner with leadership to identify and implement opportunities to improve the customer experience, operational processes, internal systems, and team effectiveness

• Collaborate across multiple departments to support Cherry's growth and success in a fast-paced, scaling fintech environment

• Maintain schedule flexibility for assigned weekends and select holidays based on business needs.

Qualifications

• 1+ years of experience in customer support or in a similar customer facing role

• Experience supporting consumer lending, fintech, or other financial products is preferred

• Proven ability to multi-task and de-escalate situations across omni-channel communication inquiries (Voice, Chat, Email and SMS)

• Exceptional ability to prioritize tasks, organize, and pay strict attention to detail

• Strong work ethic and pride in performance

• Experience working in a startup environment is preferred

• Ability to work independently in a fast-paced, ever-changing environment with a team-first mentality

• Intermediate-level skills in working with Excel/Google Sheets are also highly preferred

• Excellent written and verbal communication skills with exceptional attention to detail

• High school diploma or GED required. College degree preferred

Schedule Requirements

This role supports Cherry’s overnight Customer Support Operations. Candidates must be available to work 12:00 AM–9:00 AM ET under one of the following schedules:

• Monday–Friday, with rotating weekend coverage

• Sunday–Thursday

• Tuesday–Saturday

Compensation Package

• $65,000 annual base salary, inclusive of overnight shift differential

• Monthly Variable Compensation: $15,000 annual target, paid monthly (Total Annual On Target Earnings: $80,000)

• Generous equity grant

• Medical, vision, and dental benefits

• Fully remote company

• Summer and winter company retreats

Cherry provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.