[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Groundfloor Finance is a remote-friendly, hyper-growth wealthtech company based out of Atlanta. They are seeking a Customer Support Specialist who is proactive and detail-oriented, responsible for building strong relationships with customers and enhancing their experience through exceptional service.
Responsibilities
- Build strong and lasting relationships with our customers, supporting them through white-glove service as measured by CSAT
- Demonstrate your unique problem-solving abilities, provide solutions that exceed customers expectations
- Contribute to implementing processes, tools, and systems to improve customer success delivery (e.g., live chat)
- Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience
- Develop a deep understanding of the business - our key metrics, drivers for growth and participate in formulating our overall service and sales strategy
- Champion the customer view; always look for ways to improve the customer experience, remove pain points, champion product and service opportunities, increase engagement and retention
- Take ownership of customer inquiries, partnering with the appropriate team members, and providing updates to the customer along the way for the best possible customer experience
- Take inbound calls and digital requests from investors and respond accordingly to create a memorable experience by actively seeking out ways to WOW
- Anticipate additional questions/needs based upon previous interactions and provide insights to proactively provide support to investors
- Contribute to a fun and inspiring work environment
- Work Schedule: 8-7p EST Saturday-Tuesday upon 90 days in role; Flexibility available for the ideal candidates
Skills
- Proactive, quick-thinking, problem solver with a talent for connecting with people
- Authentic, detail oriented, eager to grow, and customer focused
- Ability to think on your feet and enjoy challenges
- Thrive in a fast-paced environment and adapt to change
- Go above and beyond because you want to
- Consider yourself a ‘people-person' who loves helping and connecting with people
- Believe the details are important and actively listen for them
- Authentic, accountable, and persistent
- Humble enough to ask questions and have a drive towards learning new things
- Sense of humor and a good attitude while maintaining a good work ethic
- Enjoy engaging in financial conversations through various methods of communication; verbal and written
- Build strong and lasting relationships with customers, supporting them through white-glove service as measured by CSAT
- Demonstrate unique problem-solving abilities and provide solutions that exceed customer expectations
- Contribute to implementing processes, tools, and systems to improve customer success delivery
- Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience
- Develop a deep understanding of the business and participate in formulating service and sales strategy
- Champion the customer view and look for ways to improve the customer experience
- Take ownership of customer inquiries and provide updates to the customer
- Take inbound calls and digital requests from investors and respond accordingly
- Anticipate additional questions/needs based upon previous interactions
- Contribute to a fun and inspiring work environment
- Work Schedule: 8-7p EST Saturday-Tuesday upon 90 days in role; Flexibility available for ideal candidates
- Recent College graduate BA/BS degree 0-1 years experience or 3+ years recent experience in a similar role (preferably in Financial Customer Service)
- Experience with CRM systems (i.e. Hubspot, Intercom & AirCall)
- Experience in real estate and/or finance
- Bilingual (English / Spanish)
Company Overview