Creem
Operations
CustomerSuccessSpecialist
“Customer Success Specialist at Creem. Skills: Customer empathy, Judgment under ambiguity, Ownership, Speed with care, AI-First Mindset. Review merchant submissions against our acceptable use policy, KYB/KYC requirements, and risk thresholds. Approve, request more information, or reject with clear reasoning”
Industry & Context.
Judgment Under Ambiguity: Not every situation here comes with a clear playbook - in those cases, you'll need to shape the call yourself.
What They're Looking For.
Must Have
2+ years in customer success, support, account management, ops, or a similar role where merchants or customers were your responsibility, Clear, calm, and concise written communication in English, Comfortable with checklists, audit trails, and the discipline that compliance work demands, Quick to pick up new tools and dashboards, Not afraid of a SQL query if it helps you find the answer
Nice to Have
Previous experience in payments, merchant of record, KYC/KYB, AML, or merchant onboarding, Worked alongside compliance, fraud, or risk teams, Comfortable reading API docs and helping technical merchants without panicking, Spanish, Mandarin, Portuguese or other languages that map to global growth markets, You already use AI assistants in your daily work to move faster
What You'll Do.
Review merchant submissions against our acceptable use policy
request more information
or reject with clear reasoning
Run identity and business verification checks end-to-end
Spot the difference between a legitimate edge case and a red flag
Respond to questions across email
community channels and feedback tools
from billing and tax inquiries to onboarding status and compliance clarifications
Execute on compliance reviews
manual product checks
and the operational details that keep our platform clean
Help merchants through payout setup
and resolution of failed or delayed payouts
Direct technical issues to engineering
compliance escalations to Compliance team
and product feedback into the roadmap with clear context
Translate what merchants are actually saying into structured signal that drives product and policy improvements
Identify recurring problems and turn them into documentation
or policy updates so they don't keep happening
How You'll Work.
Team & Collaboration
Triage & Escalation: Direct technical issues to engineering, compliance escalations to Compliance team, and product feedback into the roadmap with clear context.
Communication Scope
Written Communication Excellence: You write clearly, calmly and concisely in English, even when the merchant is panicking.
Applying for this Customer Success Specialist role?
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How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Creem?
Real rants from real employees. Read before you apply.