# Customer Support Agent, Tier 1 at Possible Finance

Customer Support Agent, Tier 1 at Possible Finance in Costa Rica. Hybrid, full-time. Posted September 30, 2026.

- Company: Possible Finance
- Location: Costa Rica
- Workplace: Hybrid
- Job type: Full-time
- Experience: 1+ year
- Posted: 2026-09-30
- Apply: https://jobs.ashbyhq.com/possible-finance/ba882b6f-0661-4896-b382-81504679ad91/application
- Source: https://jobmagic.ai/jobs/customer-support-agent-tier-1-possible-finance-124nnn

## Requirements

- Fluency in Spanish and English, both written and verbal
- Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers
- Ability to multi-task in a fast-paced and constantly evolving environment
- Self-motivated to gain basic proficiency with new technologies, including Ai programs
- Demonstrated ability to support customers via chat, phone, and email
- Ability to work independently or work in small teams
- Strong analytical problem-solving abilities
- 1-2 years of experience in a customer service role
- Weekend availability, comfort working remotely or in-office, and ability to work Eastern Time business hours
- Experience working in the FinTech care industry is a plus but not required

## 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.

**Why this role matters:**
Customer 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.
This 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.
**What you’ll do:**

- Receive and respond to customer inquiries received via email, phone, chat, and other channels as needed

- Classify inquiries based on severity, type, and priority

- Investigate and/or resolve inquiries according to knowledge base articles and reference materials

- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 / Tier 3 team

- Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed

- Participate in cross-training in order to assist with backup coverage for other areas of Operations as needed

- Possess a comprehensive understanding of our company mission, products, and full range of services offered

- Process, close, and/or reroute support tickets in line with our required SLAs.

- Collaborate with peers and manager to problem-solve everyday issues effectively and efficiently.

**What you’ll bring:**

- Fluency in Spanish and English, both written and verbal

- Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers

- Ability to multi-task in a fast-paced and constantly evolving environment

- Self-motivated to gain basic proficiency with new technologies, including Ai programs

- Demonstrated ability to support customers via chat, phone, and email

- Ability to work independently or work in small teams

- Strong analytical problem-solving abilities

- 1-2 years of experience in a customer service role

- Weekend availability, comfort working remotely or in-office, and ability to work Eastern Time business hours

- Experience working in the FinTech care industry is a plus but not required

This role will be hired through our EOR (Employer of Record) as a full-time role local to the Heredia, Costa Rica area.

**Possible 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.