Customer Support Specialist

Role overview

Help customers resolve questions and account issues while making complex financial processes easier to understand. The work combines direct support, careful handling of account requests, product guidance, and feedback that can improve internal processes and the customer experience.

Responsibilities - Respond to customer questions through chat, email, and phone. - Handle account requests involving applications, card disputes, missing payments, and card shipments. - Explain product features in clear language and turn customer confusion into useful product feedback. - Identify recurring causes of customer problems and work with engineering or banking partners on improvements. - Write help articles and FAQs, learn internal tools, and improve support processes and efficiency. - Build positive customer relationships and contribute to support operations and compliance-related tasks.

Requirements - At least 2 years of customer experience or customer support work. - Empathy, patience, and the ability to address the underlying need behind a customer’s question. - Clear communication skills, including the ability to explain complex terms in accessible language. - Ability to stay organized and composed while managing multiple requests. - Comfort communicating with startup customers in person, by chat, or by phone. - Creativity and kindness when resolving problems within constraints; interest in automating routine work.

Nice to have - Retail branch banking experience and an interest in uncovering customer needs and suggesting useful solutions.

Benefits and work setup - A fixed five-day schedule, with availability required for at least one weekend day. Shift options are discussed during the hiring process. - Compensation includes base pay, equity, and benefits. Stated US base salary ranges are USD 48,100–58,400 in New York City, Los Angeles, Seattle, or the San Francisco Bay Area, and USD 43,300–52,500 elsewhere in the US.