Special Services Specialist


Plano, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/17/2021
  • Website: katapult.com
  • Company Address: 500 7th Ave Floor 8, New York, NY, 10018

About Katapult

Katapult provides a no credit required alternative to traditional financing. We partner with both online and brick and mortar retailers nationwide so they can provide purchasing power to the underserved sub-prime consumer market. This allows them to grow sales and attract an entirely new customer base.

Job Description

Who We Are

Katapult’s mission is simple:  Our technology inspires financial possibility.   Our vision is to create a world where financial barriers no longer exist by providing disruptive technology that empowers and simplifies the shopping experience.  Our values speak volumes about how we operate.  We enhance the lives of our employees, customers, and retail partners by providing transparent, innovative and empowering financial products. We achieve extraordinary results through commitment, integrity and teamwork.  We create opportunities for success and growth everyday.  Inclusion is in our DNA, together we are stronger.  We persevere, we work hard, we play hard, we win big.


Katapult is the leading omnichannel point-of-sale solution in the alternative consumer finance space. We create opportunities for consumers to buy the items they need while empowering merchants to expand their customer reach.


We believe that opportunity is everything, and our people are the key to success. We are always on the search for individuals who strive for excellence, possess a willingness to learn and bring their best to the table each day. With a comprehensive benefits package, a culture of engagement, and advanced career growth opportunities, Katapult is constantly focusing on people. Visit our careers page for a full list of career opportunities: https://teamkatapult.bamboohr.com/jobs


Position Overview

The Special Services Specialist will be an integral part of a team that provides expertise in both customer/retailer back-office requests and functions.  The Special Services Specialist must be a good communicator who can manage difficult and complex client/inter-departmental situations that need guidance and resolution.  They will research and collaborate with partnered retailers and departments to provide resolution to all concerns and requests submitted by the customer.


Primary Job Duties Included (but not limited to)

  • Review and respond to customer queries in a timely and accurate manner via email and phone
  • Ability to work with confidential information in a professional manner, processing information with a high degree of accuracy
  • Intermediate computer skills, including the ability to multi-task and navigate between multiple systems simultaneously
  • Identify customer’s needs and help customers use and/or navigate specific features on retailers and Katapult’s websites
  • Analyze and report product malfunctions by recreating issues that the customer may experience on our and/or partnered retailer’s website
  • Notate customer opportunities, follow-ups and resolutions
  • Remain up to date on all the changes made to Katapult’s products and services
  • Provide updates regarding customer and retailer requests regarding next steps
  • Handle all ticket escalations, including but not limited to Cancellations, Refunds, Cart Modifications, Retailer Disputes, etc.
  • Handle inbound and outbound communication with customers, retailers, and/or department via phone, email, or Slack
  • Work close with Management to develop, maintain and ensure adherence to SLAs
  • Other duties as assigned



  •  2 + years’ experience in a customer service or collections
  • High school diploma or GED or equivalent
  • Strong communication skills


Preferred Education and Experience

  • Associate degree
  • Customer service experience in a call center setting
  • Data entry experience


Katapult is an equal opportunity employer and gives consideration to employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state and local law.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.