About this Customer Success Specialist role at Armitage Labs
ABOUT THE ROLE
As a Customer Success Specialist at Creem, you'll be the human on the other side of the screen when developers, founders and finance teams trust us with their money movement. This role is for someone who treats customer outcomes as a craft, not a ticket queue.
You'll own the day-to-day relationship with merchants from the moment they apply: answering their questions, getting on calls to understand their business, and making sure the right people internally hear what they need. Onboarding reviews and verification checks are part of the job, but the relationship is the core of it. You're the first source of empathy when a merchant is stuck, and the person who makes sure their voice carries inside Creem.
Beyond reactive support, you'll shape how we approach merchant operations as we scale. You'll spot recurring patterns, flag gaps in our processes, and translate what merchants actually need into structured feedback that drives product and policy decisions. What you hear from merchants, and what you do with it, directly influences how Creem grows.
This is not a script-reading job. You'll own the connection between our merchants and our ops and engineering teams. What you spot in the inbox or hear on a call becomes a fix, a policy change or a product decision — often within days, not quarters. When something needs risk, compliance or engineering, you make sure it lands with the right team and gets closed out.
WHAT YOU'LL DO
Merchant Support: Respond to questions across email, community channels and feedback tools, from billing and tax inquiries to onboarding status and compliance clarifications.
Merchant Calls: Get on calls with merchants — onboarding questions, account reviews, check-ins — to understand their business, unblock what is in the way, and build a relationship they value.
Payouts Support: Help merchants through payout setup, identity checks, and resolution of failed or delayed payouts.
Onboarding & Verification: Review merchant submissions against our acceptable use policy, KYB/KYC requirements, and risk thresholds. Approve, request more information, or escalate when something does not add up.
Compliance Support: Handle the operational side of compliance reviews — document collection, manual product checks, and the follow-up that keeps cases moving.
Triage & Escalation: Direct technical issues to engineering, compliance escalations to Compliance team, and product feedback into the roadmap with clear context.
Feedback Loop: Translate what merchants are actually saying into structured signal that drives product and policy improvements.
Process Improvement: Identify recurring problems and turn them into documentation, automation requests, or policy updates so they don't keep happening.
WHAT WE VALUE
Customer Empathy: You actually care whether the person on the other end gets unstuck.
Judgment Under Ambiguity: Not every situation here comes with a clear playbook - in those cases, you'll need to shape the call yourself.
Ownership: You take responsibility for outcomes, not throughput. A closed ticket with an angry merchant is not a win.
Speed With Care: You move fast, but you read the documents before you decide.
AI-First Mindset: You use AI tools to amplify your work and have opinions about what they're good and bad at.
REQUIREMENTS
Customer-Facing Experience: 2+ years in customer success, support, account management, ops, or a similar role where merchants or customers were your responsibility.
Written Communication Excellence: You write clearly, calmly and concisely in English, even when the merchant is panicking.
Operational Rigor: You're comfortable keeping a clear trail of what you decided and why. We are a startup, so you will often shape the process as you go rather than inherit a finished one.
Tooling Comfort: Quick to pick up new tools and dashboards. Not afraid of a SQL query if it helps you find the answer.
BONUS QUALIFICATIONS
Fintech or Payments Background: Previous experience in payments, merchant of record, KYC/KYB, AML, or merchant onboarding.
Compliance Exposure: Worked alongside compliance, fraud, or risk teams.
Developer-Adjacent: Comfortable reading API docs and helping technical merchants without panicking.
Languages: Mandarin is a strong plus. Spanish, Portuguese or other languages that map to global growth markets are a bonus too.
AI-Native Workflows: You already use AI assistants in your daily work to move faster.
OUR OFFER TO YOU
Competitive Compensation: A highly competitive salary package reflecting your expertise and impact.
Relocation Support: Comprehensive relocation assistance, visa processing if needed, and first month's rent covered.
Learning & Development: Dedicated budget for courses, conferences, and resources.
Flexible Time Off: We trust you to manage your energy and take time when needed.
Team Adventures: Regular gatherings in exciting locations to strengthen bonds and share ideas.
Direct Impact: Your merchant insights will directly influence product decisions.
