Customer Support Specialist

About the role:

Our Customer Support Specialist will provide the 1st line of support for our existing customers to resolve issues and answer questions. You'll become an expert in our platform and work with various teams (Operations, Customer Success, Engineering) to track issues and reach problem resolution. Most importantly, you'll advocate for the customer. You'll share their feedback with internal teams, helping to improve our systems and inform our product roadmap.

What you'll do:

• Provide the 1st line of support for our existing clients to answer questions and resolve issues
• Gain an in-depth understanding of our products and use that knowledge to address customer inquiries
• Track issues and manage tickets to ensure the timely resolution of customer issues
• Maintain our internal knowledge base with up-to-date process documentation
• Relay customer feedback to the appropriate internal partners to continuously improve the customer experience
• Work directly with our banking partners and other vendors to resolve customer payment issues

 What you’ll need:

• 2+ years of experience in a Customer Support or Operations role
• Strong written and verbal communication skills - you can distill complex problems into clear and succinct solutions
• You're a self-starter who works autonomously to find solutions and workarounds but knows when to ask for help when blocked
• You're detail-oriented and have exceptional organizational skills
• You thrive in a fast-paced environment and can prioritize tasks effectively
• You're empathetic and are energized by helping others

 Nice to have:

• Intercom experience
• A background in b2b fintech (payments, lending or inventory management)
• Supply chain and inventory management software experience
• Excel and SQL skills 

Compensation:

This role is a non-exempt hourly position offering a total annual pay range of $68,000 - $85,000. Various factors, including your skills and experience, will determine actual compensation.