Customer Support Specialist
Provides empathetic customer support across chat, email, and phone for a fintech product, handling account and payment issues, educating users, identifying product problems, and partnering with engineering and banks. Requires 2+ years of customer support experience and weekend availability.
About the job
Responsibilities
- Answer user questions via chat, email, and phone.
- Handle account requests, including application processing, card disputes, missing payments, and card shipments.
- Teach customers how to use the product and translate confusion into product suggestions.
- Identify systemic issues causing user problems and work with engineering to resolve bugs.
- Communicate user needs to partner banks and help improve their products and processes.
- Write help articles and FAQs.
- Learn and improve internal tools and create efficient support processes.
- Assist with compliance and other customer tasks.
- Build and maintain warm customer relationships.
- Help develop customer support and operations infrastructure.
Requirements
- 2+ years of experience in a customer experience or customer support role.
- Empathy, composure, and kindness when handling challenging interactions.
- Ability to understand underlying customer questions and needs.
- Ability to explain complex terminology clearly and humanely.
- Interest in automation and process improvement.
- Strong organization and inbox management skills.
- Ability to manage multiple tasks simultaneously.
- Confidence communicating with startup customers in person, via chat, and by phone.
- Creativity when working within constraints.
- Ability to work at least one weekend day during a fixed five-day schedule.
Nice to Have
- Experience working in retail branch banking.
- Passion for uncovering customer needs and proactively solving customer problems.
Compensation
- ATS salary range: $43,300-$58,400 USD annually.
- Base salary range for U.S. employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $48,100-$58,400 USD.
- Base salary range for U.S. employees outside those areas: $43,300-$52,500 USD.
- Compensation includes base salary, equity, and benefits.
Skills
Customer Support, Customer Experience, Chat Support, Email Support, Phone Support, Banking, Payment Disputes, Process Improvement, Automation, Technical Troubleshooting
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