Member Support Specialist
New
F
FruitfulFintech
Remote, USAFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–3 years of experience in a member-facing, customer-facing, or support role
- Required Skills
- Zendesk
Requirements
- 2–3 years of experience in a member-facing, customer-facing, or support role
- Strong written communication skills — you write clearly, warmly, and without jargon
- A genuine care for the people you're helping, not just closing tickets but actually solving problems
- Highly organized and able to manage your own time and priorities in a remote environment
- Energized by process and improvement — you notice when something keeps breaking and want to fix it
- Comfortable with ambiguity and working somewhere that's still being figured out
- Familiarity with a support tool like Zendesk, Intercom, or Freshdesk is a plus
- Experience in fintech, banking, or financial services is a plus (but not required)
Responsibilities
- Own the member support queue end-to-end — triaging, responding to, and resolving inbound email inquiries with care and consistency
- Handle phone callbacks from our main support line, returning calls within defined SLA windows
- Manage membership and account inquiries including cancellations, billing questions, banking and account servicing issues
- Identify and escalate issues that require input from our Guidance, Bank / Investing Ops, or Engineering teams
- Contribute to building our internal knowledge base, macro library, and documentation
- Flag recurring issues and help develop solutions so the same problems stop landing in the queue
- Support new hire onboarding as the team grows, sharing what you know about common member questions and how to handle them well
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