About Finally
finally is one of America's fastest-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all harmonized through cutting-edge artificial intelligence to aid Small to Medium-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth.
We're headquartered in sunny South Florida and we raised $200 million dollars just in 2024 to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 250 individuals today across 3 offices. We're proud to serve as the official corporate card and spend management platform for iconic sports franchises like the Florida Panthers, Miami Heat, and Chicago Bulls.
The Role
As a Customer Success Specialist, you'll help small and midsize business (SMB) clients successfully onboard and get the most value from our SMB Platform / EM product. You'll guide clients through the application process, setup, and ongoing support — ensuring they use our platform effectively to manage their business finances.
The main focus of this role is driving successful onboarding and adoption of the SMB Platform subscription, which includes access to our Finally Corporate Charge Card and Expense Management platform. These tools together provide clients with two active trade lines reporting to credit bureaus, helping strengthen their business credit profile.
This is a full-time, on-site role at our office in Santo Domingo.
Key Responsibilities
● Proactively contact clients who have not completed their application, walking them through the process step-by-step until submission
● Educate clients on the value of our dual tradeline system (subscription and card balance) and resell the product benefits when needed
● Respond to client inquiries within SLA across phone, email, and support ticket platforms
● Assist clients with understanding the application process, subscription billing, and monthly card balance payments
● Help clients navigate the corporate card platform and expense management features
● Maintain detailed documentation of all client interactions and application status updates
● Collaborate with interdepartmental teams to resolve complex client issues and improve processes
● Quickly identify and escalate potential churn risks or payment issues to Team Lead
● Adapt to changing processes and contribute to efficiency improvements as the product evolves
● Follow up persistently with clients on incomplete applications and outstanding items
● Provide empathetic, patient support while teaching clients unfamiliar with credit building products
● Serve as a resource for team members and contribute to process documentation
● Additional tasks as assigned by Team Leads/Management as business needs evolve
Required Skills & Qualifications
● 1-2 years in customer support, customer success, or sales, ideally in financial services, SaaS, or subscription-based products
● Sales or consultative selling experience is a strong plus
● Experience with credit products, expense management, or corporate cards desired but not required
●
Fluent English proficiency (written and verbal) is essential
● Demonstrated patience and ability to teach/educate customers
● Strong organizational and time management skills with ability to prioritize multiple tasks
● Experience with CRM and ticketing systems
● Comfort with phone-based customer interactions and outbound calling
Why Join Us?
- Impactful Work:
Be part of a company that is genuinely helping small businesses succeed and thrive. - Career Growth:
Work in a dynamic, fast-growing fintech environment with ample opportunities for professional development and advancement. - Work-Life Balance:
This is a full-time role with a consistent schedule from 9 AM to 6 PM, Monday through Friday, at our Rómulo Betancourt office in Santo Domingo.