Customer Support Specialist

Role overview Help customers resolve questions and account issues across chat, email, and phone. The role combines empathetic service with detailed product knowledge, covering complex financial workflows and turning recurring sources of confusion into improvements to tools, processes, and customer guidance. You’ll also work with engineering and banking partners to address problems that span systems.

Responsibilities - Respond to customer inquiries through chat, email, and phone. - Handle account requests such as applications, card disputes, missing payments, and card deliveries. - Explain product features and translate customer confusion into useful product feedback. - Identify recurring issues, coordinate with engineering on bugs, and share customer needs with banking partners. - Write help articles and FAQs, improve internal tools, and develop efficient support processes. - Support compliance and operations tasks while building strong customer relationships.

Requirements - At least 2 years of customer experience or customer support work. - Empathy, patience, and the ability to identify the underlying need behind a question. - Skill explaining complex terminology in clear, approachable language. - Ability to stay organized and composed while handling multiple active issues. - Confidence speaking with startup customers in person, by phone, and in writing. - Creativity and kindness when resolving problems within operational constraints.

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

Benefits and work setup The schedule is fixed rather than rotating, and must include at least one weekend day in each five-day shift. Multiple shifts are available. Compensation may include salary, equity, and benefits; pay varies by location and experience.