Customer Support Specialist (Fintech)

Customer Support Specialist

Company

Morse

Conditions

4 days ago

Skills

Candidate Availability

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will support customers primarily through chat and email, resolve each case positively, and maintain detailed CRM records. You will prioritize requests against SLAs, collaborate on case resolution and projects, analyze feedback for trends and bugs, stay current on product and policy updates, and build customer relationships.

Requirements

• At least two years of experience in a customer-facing role
• Clear written and verbal communication
• Empathy for customers
• Fluency in English
• Strong problem-solving and critical-thinking skills
• Experience with customer support software and CRM systems such as Zendesk Intercom or Salesforce
• Ability to work independently and manage multiple queries
• Experience in fintech or blockchain
• Spanish language skills preferred
• Experience handling escalated and complex cases preferred
• Experience using AI to improve productivity preferred

Responsibilities

• Provide customer support through chat and email
• Resolve customer cases positively
• Maintain accurate CRM records
• Prioritize requests and meet SLAs
• Collaborate on case resolution and projects
• Analyze customer feedback and identify trends
• Report product bugs and suggest improvements
• Stay current on product updates and policies
• Build customer relationships

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