About the Role
The role involves providing timely assistance to clients using the platform, resolving technical and account-related issues, and acting as a liaison between users and internal teams to improve service delivery.
Responsibilities
- Respond promptly to customer inquiries via email and phone
- Diagnose and resolve platform functionality issues
- Guide users through account setup and navigation
- Escalate technical problems to engineering teams when necessary
- Maintain accurate records of customer interactions
- Identify recurring issues and suggest product improvements
- Assist with onboarding new clients onto the system
- Follow up on support tickets to ensure resolution
- Communicate service outages or updates to affected users
- Collaborate with cross-functional teams on customer feedback
- Ensure compliance with data security protocols
- Adhere to service level agreements for response times
- Provide detailed explanations of platform features
- Support clients during critical transaction periods
- Participate in training for product updates
- Monitor customer satisfaction metrics
- Document troubleshooting procedures
- Handle sensitive client information with confidentiality
- Improve knowledge base content based on user questions
- Assist in testing minor platform updates
Nice to Have
- Experience in fintech or financial services
- Knowledge of compliance regulations
- Background in technical support
- Familiarity with APIs or developer tools
- Project management experience
- Advanced user of productivity software
- Experience with client training or education
Benefits
- Health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and holidays
- Parental leave policy
- Flexible spending accounts
- Wellness stipend
- Remote work allowance
- Professional development budget
- Employee resource groups
- Inclusive workplace culture
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Collaborative team environment
About the Team
This role is part of a growing support team focused on delivering exceptional service to clients using a financial technology platform. The team values clear communication, proactive problem solving, and continuous learning.
What We Value
We prioritize empathy, accuracy, and responsiveness in every customer interaction. Team members are expected to uphold high standards of integrity and service quality.
Growth Opportunities
Support specialists have pathways to advance into senior support, training, or operations roles based on performance and interest.
Not available
