Customer Support Specialist, Chat and Email; Onsite

Customer Support Specialist, Chat and Email (Level
2)

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

We are looking for a customer-focused Customer Support Specialist, Chat and Email (Level
2), who is passionate about delivering exceptional service and creating positive customer experiences. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of customer outcomes, and is committed to continuously improving the support experience.

This role is 100% onsite in our Morrow, GA office.

As a Customer Support Specialist, Chat and Email, you'll serve as a trusted resource for customers by resolving inquiries with empathy, accuracy, and professionalism. You'll be expected to make sound decisions, communicate clearly, and maintain a high level of quality while managing multiple priorities through e-mail/chat channels.

This is a middle-tier individual contributor role. Compared to entry level support, you will be trusted with additional workflows and higher complexity cases on a day-to-day basis, drawing on your Trust and Safety experience to exercise sound independent judgment.

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…