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.

Work arrangement
Yes