Customer Success Specialist

💻 About the Role

We’re looking for a senior customer success specialist who thrives on resolving issues across channels and has a passion for delivering experiences that delight and empower users. You’ll help us tackle complex inquiries, refine processes, and scale our success as more users embrace our fintech platform. You’ll collaborate with a tight-knit team of support agents, product experts, engineers, and compliance pros. We use tools like Zendesk, Intercom, Slack, and CRM systems — with a touch of live chat and phone support in the mix. We prioritize fast response times, high customer satisfaction, empathy, and regulatory compliance. We also leverage AI tools like ChatGPT, Grok, and emerging models to draft responses, categorize tickets, analyze sentiment, and personalize assistance — while keeping human empathy and quality outcomes at the heart.

🔧 What You’ll Be Doing

• Resolving support tickets end-to-end via email, chat, phone, and in-app messaging

• Ensuring seamless, user-friendly experiences across web, mobile, and desktop

• Guiding users through onboarding, troubleshooting, and feature education Integrating with tools and APIs for quick access to user data and insights

• Crafting clear, empathetic communications that satisfy thousands of users Using AI assistants like ChatGPT and Grok to speed up drafting, ticket routing, sentiment analysis, and knowledge base updates — while collaborating through real reviews

• Participating in daily huddles, tracking tickets in Zendesk, and aligning with the team

• Enhancing support processes and self-help resources as we grow

• Occasionally managing escalations, training juniors, or coordinating with devs

• Prioritizing security, privacy, and compliance in every interaction (it's fintech, after all) Knowing when to team up — and when to own resolutions independently

🙌 You Might Be a Great Fit If…

• You’ve delivered exceptional support to thousands of users in fintech or high-stakes environments

• You’ve worked with our tools or similar (Zendesk, Intercom, CRM platforms, etc.)

• You’re skilled at using AI for support tasks like response generation, query analysis, and automation — and you're curious about weekly innovations

• You embrace the AI revolution and get excited by the potential for 10X, 50X, even 100X efficiency in helping users

• You take the initiative to explore new tools, channels, and AI models — staying in tune with customer service trends

• You obsess over empathy, quick resolutions, and measurable CSAT scores

• You’ve handled multichannel support, thinking about user pain points early

• You're as comfortable mentoring in teams as you are resolving solo

• You take pride in turning frustrations into loyalty, but don’t take yourself too seriously

• Excellent communication skills, always learning and open to constructive feedback

🎁 What You’ll Get

• Competitive pay

• Fully remote work with flexible hours

• Respect for your time, life, and wellbeing

• A friendly, ambitious team that loves to build cool things and have fun doing it

📩 How to Apply

Send us your resume, LinkedIn, support portfolio — or just something you’re proud of, like a standout resolution story. Bonus points if you include a quick note about why this role feels like a fit for you.