Member Support Specialist
New
F
FruitfulFinancial services
Location: Remote, USA, Work a set schedule of 9am-6pm PT, four weekdays plus one weekend day. Remote from any time zone; hours are anchored to 9am-6pm PT (e.g., 12-9pm ET).Full-TimeMiddle
SalaryCompetitive compensation package including salary and equity
Apply NowOpens the employer's application page
Job Details
- Experience
- 2–3 years of experience in a member-facing, customer-facing, or support role
- Required Skills
- Written communicationZendeskProcess improvementCustomer support
Requirements
- Have 2–3 years of experience in a member-facing, customer-facing, or support role.
- Write clearly, warmly, and without jargon.
- Show care for the people being helped and focus on solving their problems.
- Be highly organized and able to manage time and priorities in a remote environment.
- Be energized by process improvement and identifying recurring problems.
- Be comfortable with ambiguity and working in an environment that is still being figured out.
- Familiarity with a support tool such as Zendesk, Intercom, or Freshdesk is a plus.
- Experience in fintech, banking, or financial services is preferred.
- Work a set schedule of 9am-6pm PT, four weekdays plus one weekend day.
Responsibilities
- Own the member support queue by triaging, responding to, and resolving inbound email inquiries.
- Return calls from the main support line within defined SLA windows.
- Handle membership and account inquiries, including cancellations, billing questions, and banking and account servicing issues.
- Identify and escalate issues requiring input from Guidance, Bank / Investing Ops, or Engineering.
- Contribute to the internal knowledge base, macro library, and documentation.
- Flag recurring issues and help develop solutions to prevent them from returning to the queue.
View Full Description & ApplyYou'll be redirected to the employer's site
