Customer Support Specialist

Role overview Help customers resolve questions and account issues for a financial product, combining clear communication with careful problem solving. The work spans direct support, identifying recurring product or process problems, and improving the tools and guidance customers rely on.

Responsibilities - Respond to customers by chat, email, and phone, and explain product features in accessible terms. - Process account requests such as applications, card disputes, missing payments, and card shipments. - Investigate recurring issues, collaborate with engineering on bugs, and share customer needs with banking partners. - Write help articles and FAQs, improve internal tools, and create efficient support processes. - Build positive customer relationships and contribute to support operations and compliance tasks.

Requirements - At least two years of customer support or customer experience work. - Empathy, patience, and the ability to identify the underlying question or need. - Strong written and verbal communication, including translating complex topics into clear guidance. - Ability to stay organized and calm while managing multiple cases and competing demands. - Comfort speaking with startup customers in person, by phone, and through chat; resourcefulness when working within constraints. - Interest in finding ways to automate repetitive work.

Nice to have - Experience in retail branch banking. - Interest in uncovering customer needs and proactively suggesting solutions.

Benefits and work setup - Fixed Monday–Friday shift, 11 a.m.–8 p.m. Pacific Time; this is a regular schedule rather than a rotating shift.