Customer Support Specialist - Chat & Email

First step of the interview process, please click the link and complete the process - https://etech-hire.bling-ai.com/etech?country=us&jobRole=cx-lead-specialist-level-2 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. Apply