---
title: 'Customer Support Agent, Tier 1 at Possible Finance'
canonical: 'https://feeny.ai/job/customer-support-agent-tier-1-possible-finance-costa-rica-x23hp1dydm42'
type: 'job'
last_seen: '2026-10-16'
---

# Customer Support Agent, Tier 1 at Possible Finance

- **Company:** Possible Finance
- **Location:** Costa Rica
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-30
- **Last confirmed live:** 2026-10-16
- **Apply:** https://jobs.ashbyhq.com/possible-finance/ba882b6f-0661-4896-b382-81504679ad91

## Job 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 hourly role with traditional local Heredia, Costa Rica benefits.

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. Learn more about us as a [Public Benefit Company](https://www.possiblefinance.com/blog/we-are-now-a-public-benefit-corporation).

## About Possible Finance

## Company Overview
- **One-liner**: Possible Finance is a financial technology company offering small-dollar installment loans and credit products as a fair alternative to payday lending, designed to help underbanked consumers break the debt cycle and build credit.
- **Entity Type**: Private (Series B)
- **Headquarters**: Seattle, Washington, USA
- **Founded**: 2017
- **Founders**: Tony Huang (CEO) and Tyler Conant (CTO)

## Core Business
- **Primary industry**: Fintech – Consumer lending and credit services.
- **Target customers**: B2C – primarily underbanked Americans living paycheck to paycheck, those with thin or no credit history.
- **Mission / Purpose**: “End the debt cycle and unlock economic mobility” (operates as a Delaware Public Benefit Corporation).

## Products & Services
- **Possible Loan**: Small-dollar installment loans (up to $500) via a mobile app. Underwrites using cash-flow and bank transaction data (no FICO check). Flexible repayment (can reschedule each payment up to 29 days), no late or insufficient funds fees. Payments are reported to credit bureaus to help build credit history.
- **Possible Card**: A credit card alternative launched after a 150,000+ person waitlist, designed with customer-friendly terms and no traditional credit card tactics.

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed (private company).
- **Key Metric**: Revenue run rate of $125 million (2025); first annual profit recorded in 2025. Total funding: $11 million Series B (2020).
- **Notable Investors / Partners**: Union Square Ventures (led Series B); Coastal Community Bank (banking partner for loans in most states).
- **Growth Signals**: Served over 1.5 million customers; funded more than $1 billion in loans; returned to growth after pandemic headwinds; planning to double Seattle office footprint to accommodate up to 100 local employees; ~150 employees globally (as of early 2026).

## Competitive Advantages
- No penalty fees (late fees, insufficient funds fees) – saved customers over $650 million.
- Cash-flow underwriting using machine learning, enabling access for those without a FICO score.
- Public Benefit Corporation structure legally commits to social impact alongside profit.
- Compliance-first approach, designing products that hold up to regulatory scrutiny in a highly scrutinized industry.
- Loan payments reported to credit bureaus, helping customers build credit history.

## Strategic Focus
- Expand product suite and serve more customers across the U.S.
- Continue scaling while maintaining profitability and mission alignment.
- Deepen investment in engineering and product to improve the customer experience and drive economic mobility.

## Why Work Here
- **Culture**: Mission-driven, high ownership, practical and collaborative. Emphasizes impact on real people.
- **Work policy**: Hybrid in Seattle – three days per week in office (downtown near Pike Place). Remote employees fly in twice a year for “Possipalooza”.
- **Benefits**: Comprehensive medical/dental/vision, flexible spending accounts, 401(k), Health Savings Account contributions, discretionary time off, paid holidays plus company-wide “Week of Possibility”, paid parental leave (including fostering/adoption), wellness allowance, $300 annual home office stipend, commuter benefits in Seattle.
- **Engineering culture**: Practical interviews simulating real work; high visibility and ownership; operates with startup agility while navigating complex regulations.

## Sources
1. [Possible Finance Careers](https://www.possiblefinance.com/careers)
2. [Possible Finance Homepage](https://www.possiblefinance.com/)
3. [Built In Profile](https://builtin.com/company/possible-finance)
4. [Our Story / Leadership](https://www.possiblefinance.com/our-story)
5. [GeekWire – Profitability and Rebuild](https://www.geekwire.com/2026/possible-finance-rebounds-rebuilds-and-reaches-profitability-as-founders-reunite-for-a-new-chapter/)

## Other roles at Possible Finance

- [Tier 1 Customer Success Agent (Philippines)](https://feeny.ai/job/tier-1-customer-success-agent-philippines-possible-finance-philippines-80j0e0jh3kvj) — Philippines
- [Senior Machine Learning Engineer](https://feeny.ai/job/senior-machine-learning-engineer-possible-finance-seattle-jqpjt86je2kr) — Seattle, WA
- [Senior Strategic Finance Manager](https://feeny.ai/job/senior-strategic-finance-manager-possible-finance-seattle-esqpj2f7m8q3) — Seattle, WA
- [Senior Data Scientist](https://feeny.ai/job/senior-data-scientist-possible-finance-seattle-4xztp940xh29) — Seattle, WA
- [Product Lead, App Ecosystem](https://feeny.ai/job/product-lead-app-ecosystem-possible-finance-seattle-w6k0pjtq2f65) — Seattle, WA
- [Product Marketing Lead](https://feeny.ai/job/product-marketing-lead-possible-finance-united-states-rnnn65mbentq) — United States
- [Lifecycle Marketing Lead](https://feeny.ai/job/lifecycle-marketing-lead-possible-finance-united-states-xj5gx6jsjfnz) — United States
- [Product Lead, Loan and Advance](https://feeny.ai/job/product-lead-loan-and-advance-possible-finance-seattle-k5085m2jgmz9) — Seattle, WA