Customer Support Specialist

This is a Fully Remote Job

About Our Client:

The organization operates in the fintech industry, focusing on building a comprehensive financial technology platform tailored for startups. Since its launch in 2019, the program has expanded its customer base to over 300,000 startups and small businesses globally. It addresses the complexities and challenges within the US financial system by providing specialized financial services through partnerships with FDIC-insured banks.

About the Opportunity:

The CUSTOMER SUPPORT SPECIALIST plays a crucial role in delivering exceptional service to users by providing knowledgeable, empathetic support and resolving complex issues related to the financial technology platform. This role ensures users receive effective help, contributing to customer satisfaction and the overall success of the support team.

Responsibilities:

• Respond to user inquiries via chat, email, and phone
• Manage user account requests including applications, disputes, payments, and shipments
• Educate users on product functionality and communicate user feedback for product improvements
• Identify systemic issues causing user problems
• Collaborate with engineering to resolve technical bugs
• Liaise with partner banks to enhance their products and processes
• Develop and update help articles and FAQs
• Optimize internal support tools and workflows
• Establish efficient processes to improve support operations
• Assist with compliance-related and other customer service tasks
• Build and maintain positive relationships with users
• Support the development of the customer support and operations infrastructure

Requirements:

• Minimum 2 years of experience in customer experience or support roles
• Demonstrated empathy in customer interactions
• Ability to understand and address underlying customer concerns
• Skill in simplifying complex terminology for clear communication
• Interest in automating and streamlining tasks
• Strong organizational skills
• Ability to multitask calmly and effectively
• Comfortable engaging with startup clients across communication channels
• Creative problem-solving within constraints
• Patience and kindness during challenging interactions

Pay Range and Compensation Package:

• Target base salary ranges for US employees in major metropolitan areas: $48,100 to $58,400 USD
• Target base salary ranges for US employees outside major metropolitan areas: $43,300 to $52,500 USD
• Total rewards include base salary, equity options, and benefits

Benefits & Perks:

• Medical insurance
• Dental insurance
• 401(k) retirement plan

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.