Customer Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Assist customers via live chat and email, with limited phone support when necessary.

• Guide customers in navigating account access, servicing, identity verification, transactions, and other product-related inquiries.

• Communicate with clarity and empathy, especially when dealing with complex, sensitive issues that require investigation.

• Accurately and consistently complete recurring operational and account-servicing tasks.

• Prioritize tasks based on customer impact, urgency, risk, and service-level expectations.

• Identify recurring customer issues and contribute to enhancing macros, documentation, workflows, and help content.

• Escalate product and technical issues with sufficient context and collaborate with Product, Engineering, Operations, and other teams to facilitate resolution.

⛳️ Requirements

• 2–3 years of experience in customer support within a digital setting, ideally through live chat and email.

• Excellent written and verbal communication skills.

• Proven ability to investigate customer issues that require follow-up or coordination across teams.

• Strong attention to detail and comfort in managing customer conversations along with recurring operational tasks.

• Ability to maintain composure, clarity, and empathy during difficult customer interactions.

• Willingness to navigate ambiguity and learn new products, systems, and processes.

• Capacity to work independently in a remote setting while effectively collaborating across teams.

• A genuine interest in financial products, mobile applications, and customer experience.

• Bonus: Over 1 year of experience in financial services, fintech, banking, investments, insurance, or another regulated sector.

• Bonus: Familiarity with custodial or investment accounts, payments, identity verification, or account servicing.

• Bonus: Experience with Intercom or a comparable customer-support platform.

• Bonus: Background in enhancing support documentation, workflows, or operational processes.

• Bonus: Knowledge of AI-enabled support or productivity tools.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and growth.

• Supportive team environment that encourages innovation and collaboration.