Your financial future shouldn't depend on your race, background, or zip code. Yet 45 million Americans remain "credit invisible," while countless others face denials, evictions, and predatory interest rates regularly. Esusu is changing that.
As a financial technology and data platform, we're revolutionizing financial health, identity services, and inclusive decision-making for individuals and businesses alike.
Our impact speaks volumes:

Through our enterprise services, embedded products, and consumer offerings, we're creating a financial system that works for everyone—right when fintech innovation matters most. Join us in building a future where financial systems are inclusive by design, access is standard, and opportunity reaches everyone.

Unlock Tomorrow with Esusu.

The Opportunity

The Customer Service team at Esusu is evolving into a proactive, outcomes-driven function that delivers best-in-class experiences across every channel our customers use. We’re seeking experienced professionals who thrive in an omnichannel environment—phone, live chat, messaging, social, and email—and who are motivated by solving the next issue before it happens, driving customer outcomes, and identifying consultative cross- and up-sell opportunities that help residents and clients achieve their goals. Working at Esusu is fast-paced, mission-driven, and meaningful. Join us as we work to dismantle barriers to housing for working families.

What you will help us deliver

• Serve as an empathetic, trusted information resource across all channels (phone, live chat, messaging, social, email) to deliver best-in-class customer experiences.
• Develop a sophisticated understanding of Esusu’s products, policies, and partner ecosystem; stay current on updates and continuously translate them into clear, actionable customer guidance.
• Drive outcome-based resolutions by practicing Next Issue Resolution (NIR)—anticipating follow-on needs and proactively addressing root causes to reduce repeat contacts.
• Hands-on troubleshooting of mobile apps and web workflows, and third‑party integration issues (e.g., identity verification, bank linking, payments); ability to translate symptoms into actionable bug reports.
• Use data from internal tools, FAQs, and knowledge systems to inform responses; document interactions and update systems of record to reflect actions taken and next steps.
• Transition our motion from reactive to proactive by monitoring signals, triggers, and trends to reach out before issues escalate; coordinate callbacks, follow-ups, and nudges that prevent customer effort.
• Enter, process, and quality-check requests across core systems; ensure accuracy for sensitive financial and identity information.
• Contribute to and refine standard operating procedures and knowledge content; propose improvements to workflows, macros, and bots to streamline experience and resolution time.
• Represent the voice of the customer in cross-functional venues; surface trends, defects, and friction points with clear narratives and data that inform product and process roadmaps.
• Produce and present omnichannel performance metrics (e.g., FCR/NIR, CES, channel deflection, resolution time, containment, contact reasons, sales-assist conversions) and use insights to drive continuous improvement.
• Identify consultative cross-sell and up-sell opportunities aligned to customer outcomes (e.g., product features, plans, tools) and seamlessly hand off or close low-touch opportunities within policy.
• Collaborate with teammates to ensure adequate coverage to assist customer specific shifts determined by team scheduling.

Core competencies

• 3+ years experience in a high-volume omnichannel support or customer success role, with demonstrated excellence in phone and at least one additional live channel (chat, social, or messaging).
• Proven ability to conduct root cause analysis and drive corrective/preventive actions, turning customer signals into prioritized defects, knowledge updates, and process improvements.
• Proficiency with ticketing/case management platforms (e.g., Zendesk) and comfort navigating multiple internal systems concurrently to resolve issues.
• Exceptional communication skills—written and verbal—with the ability to explain complex or technical topics clearly, empathetically, and concisely to diverse audiences.
• Track record driving customer outcomes (FCR/NIR, churn reduction, adoption/activation) and handling sensitive financial or identity data within high-security environments.
• Consultative support mindset: identify needs, frame options, and recommend next best actions, including compliant cross/up-sell opportunities where appropriate.
• Ability to troubleshoot Esusu mobile applications and online customer experiences. (passwords, onboarding, subscriptions, access to products, credit reporting questions etc)
• Strong attention to detail, quality, and follow-through; self-motivated and effective working independently in a fast-paced environment.
• Experience creating or maintaining SOPs, macros, or knowledge content; comfort using data and metrics to inform decisions and improvements.
• Experience with Zendesk preferred; familiarity with chat and social support tooling a plus.
• Fluency in English (verbal and written).
• Fluency in Spanish (verbal and written) a plus

Role essentials (how we work)

• Channels: phone, live chat, messaging, social, and email with seamless channel handoffs and consistent quality.
• Mindset: proactive, outcome-oriented, and customer effort–reducing, practicing Next Issue Resolution.
• Collaboration: close partnership with Product, Engineering, Risk/Compliance, and Operations to escalate systemic issues and fix root causes.
• Measures of success: customer outcomes (resolution quality, NIR/FCR), experience (CSAT/CES), operational excellence (AHT where relevant, backlog health), and revenue-assist where appropriate.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

© Esusu Inc. All rights reserved, Esusu is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.