What You’ll Do:
As a Customer Support Specialist, Chat and Email, you’ll be on the front lines supporting customers while helping improve the way we serve them every day.
Provide Exceptional Customer Support
- Assist customers through e-mail and chat with professionalism, empathy, and urgency.
- Resolve customer inquiries from start to finish while ensuring every interaction leaves a positive impression.
- Respond quickly during high-priority situations and help customers navigate issues with confidence.
Make Every Interaction Count
- Look beyond resolving today’s issue by identifying recurring trends and recommending long-term improvements.
- Share customer feedback and insights that can improve products, services, and the overall customer journey.
- Help create a smoother experience by contributing to knowledge articles, support documentation, and self-service resources.
Improve Processes and Technology
- Work with customer support tools, reporting dashboards, and AI-assisted technology to improve efficiency and service quality.
- Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation.
- Participate in testing and implementing new tools and processes that improve both the customer and employee experience.
Collaborate Across Teams
- Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes.
- Clearly communicate customer issues, reproduce reported problems, and provide detailed feedback to internal teams.
- Serve as the voice of the customer by ensuring customer needs and feedback are shared with decision-makers.
Drive Continuous Improvement
- Take ownership of your work and actively look for ways to make the customer experience better every day.
- Embrace change, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.
- Support a culture of innovation, collaboration, and continuous learning.
Required Qualifications
- 3+ years of experience in Customer Support, Customer Experience, Customer Success, or another customer-facing role.
- 1+ years of informal or shadow leaders
- 1+ years of experience in Trust and Safety.
- Exceptional written and verbal communication skills with the ability to explain complex concepts clearly and professionally.
- A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges.
- Strong attention to detail and the ability to identify issues others may overlook, even under time-sensitive conditions.
- High resilience with the ability to manage large case volumes and difficult customer interactions professionally.
- Ability to successfully complete required certifications for each support queue before handling live customer cases.
Preferred Qualifications
- Experience making independent decisions in live or same-day customer support environments without requiring prior review.
- Previous experience working in fintech, cryptocurrency, brokerage, or other financial services industries.
- Experience supporting fraud prevention, risk management, or compliance operations.
- Experience creating, maintaining, or improving internal documentation and knowledge base articles.
- Experience supporting escalated customer issues or working in environments utilizing chatbot or automation-assisted support.
- Experience managing multiple concurrent chat conversations
What We’re Looking For
- The ideal candidate is:
- Customer first and passionate about creating positive experiences.
- An excellent communicator with strong written and verbal skills.
- Calm under pressure and able to prioritize effectively in high-volume environments.
- Detail-oriented and highly organized.
- Self-motivated, adaptable, and resilient.
- Comfortable learning new tools, systems, and processes quickly.
- Committed to continuous improvement and delivering exceptional service every day.
KNOWLEDGE, SKILLS, AND ABILITIES
- Computer programs including Word, Excel, Power Point, and Outlook;
- Company policies and procedures as outlined in Employee Handbook and Leadership Manual.
- Communicate effectively in verbal and written form;
- Resolve conflict;
- Motivate employees;
- Take initiative;
- Demonstrate organizational skills and prioritize duties;
- Develop and maintain effective working relationships with peers and across departments;
- Clearly explain processes and policies; Perform detailed tasks with accuracy;
- Use discretion;
- Learn additional technology applications;
- Successfully interface with clients (internal/external);
- Understand and exhibit customer service orientation.
EDUCATION and/or EXPERIENCE
- A minimum of a high school diploma or general education degree (GED) required; bachelor’s degree preferred or at least 3 years related experience and/or training, or equivalent combination of education and experience.
