Customer Support Specialist, Chat and Email

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.