Customer Support Specialist

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Respond to user inquiries via chat, email, and phone

• Manage user account requests, which include application processing, card disputes, missing payments, and card shipments

• Educate customers on product usage and translate user confusion into actionable product recommendations

• Identify systemic issues that contribute to user challenges

• Collaborate with engineering teams to identify and rectify bugs

• Relay users' needs to partner banks and collaborate to enhance products and processes

• Create help articles and frequently asked questions (FAQs)

• Acquire knowledge and improve internal tools

• Establish processes that boost efficiency

• Support compliance and customer-related tasks

• Build and maintain positive relationships with users

• Contribute to the development of customer support and operations infrastructure

⛳️ Requirements

• Minimum of 2 years' experience in a Customer Experience / Customer Support position

• Consistently demonstrate empathy

• Always endeavor to uncover the underlying question behind inquiries

• Ability to simplify complex terminology into clear, user-friendly communication

• Enjoy exploring automation opportunities to streamline job responsibilities

• Maintain an organized and tidy inbox

• Remain composed while managing multiple tasks simultaneously

• Confidently engage with startup personnel in various settings, including in-person, chat, or phone interactions

• Employ creativity while navigating challenging constraints

• Exhibit kindness even in difficult situations

• Required: Must be available to work at least one weekend day during a 5-day work shift

• Fixed working schedule is required and represents a long-term commitment

• Experience in retail branch banking is a plus

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)

• Comprehensive benefits

• Reasonable accommodations available throughout the recruitment process for applicants with disabilities or special needs