Customer Support Specialist II - Full Time

We are a profitable, mission-driven fintech company that provides quality financial solutions for people whose needs go unmet by traditional institutions. We serve people with complex needs and those who care for them, and it is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives.

As a Customer Support Specialist, you will quickly become an integral member of our Customer Support team and a go-to expert on our customers. You will field a variety of inbound phone, email, and live chat inquiries from both our cardholders and card administrators, and provide warm, professional customer service to the people who rely on our services to help navigate important decisions and life situations.

If you are someone who values helping people, gets energized by speaking with customers over the phone, has great attention to detail, brings excellent written and verbal communication skills, and possesses a high degree of empathy and patience, this could be the role for you - we encourage you to apply!

We are looking for someone who can be scheduled for 8-hour work days (inclusive of a 1-hour, unpaid meal break), five days a week, between either:

• 6:00 a.m. PT - 2:00 p.m. PT // 9:00 a.m. ET - 5:00 p.m. ET

• 7:00 a.m. PT - 3:00 p.m. PT // 10:00 a.m. ET - 6:00 p.m. ET

• 8:00 a.m. PT - 4:00 p.m. PT // 11:00 a.m. ET - 7:00 p.m. ET

• 9:00 a.m. PT - 5:00 p.m. PT // 12:00 p.m. - 8:00 p.m. ET

This is a remote position, and you are welcome to work from anywhere in the US.

What You'll Do

• Provide exceptional support to our customers via phone, email, and live chat.

• Support two of our distinct customer types:

  • Cardholders who depend on the True Link Card for their daily financial needs, and are often in situations where getting it right really matters.

  • Card Administrators, responsible for funding and managing the True Link Cards. Card Administrators can be professionals, managing hundreds of cards for their clients, or consumers, managing a card for a loved one

• As an expert in the True Link Card’s capabilities, you will be responsible for knowing the ins and outs of the product, empowering customers to utilize our website and mobile app to their fullest potential, based on their unique needs.

• Learn and embody the “True Link Voice” - our unique way of communicating with customers without the use of scripts.

• Share customer feedback and experiences with the team.

• Proudly represent our company, which is known for providing top-notch customer support.

Who You Are

• Strong communicator - A patient, kind, and empathetic listener and a skilled writer who is eager to understand where people are coming from and help them as much as possible.

• Resilient - Energized by the opportunity to speak with customers over the phone, up to five hours a day.

• High degree of personal responsibility and ownership in helping customers - A punctual, trustworthy, and reliable professional who goes above and beyond to provide the best possible customer support. Eager to work on a team and create respectful, supportive relationships with teammates and customers. An absolute love for helping people!

• Previous professional experience working in hospitality or customer service, and/or personal or professional experience working with people with disabilities, vulnerable older adults, or people in recovery from addiction.

• Ambitious and oriented to learning - Excited to learn and navigate new tech platforms, systems, and processes; interested in learning from feedback and dedicated to improving your skills. An optimist who maintains a positive attitude when faced with a challenge or problem.

• Familiar with remote work and technology

  • Understands how to use a Mac computer, external monitors, and computer accessories to efficiently help our customers.

  • Has a strong internet connection that can support working from home, and knows how to troubleshoot internet and/or technical issues if needed.

  • Experience using a CRM and ticketing tools like Zendesk, and navigating multiple systems simultaneously while supporting customers.

• Please note that special consideration will be given to applicants with one or more of the following:

  • Applicants with weekend availability

  • Experience working in hospitality, such as restaurants, hotels, or a similar business

  • Experience working as a health care coordinator or similar role

  • Experience managing live chats in a previous role, often multiple chat instances at the same time

  • Experience helping customers with troubleshooting technical issues for both Mac and Windows based computers

Why You'll Love Us

• We’ve got the energy and passion of a startup combined with the professionalism of a financial services firm and the compassion of a mission-driven organization that truly cares about each other and the people we serve.

• With fifty million Americans in our addressable market, we are catering to tons of people who need our products and services across the country - and we’ve got the potential to reach many more.

• Our customers are not only grateful for our services but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. You can end each work day knowing that you did wonderful work helping our customers.

• We treat one another like we treat our customers: with respect and dignity. Diversity, equity, and inclusion are cultural values we take very seriously, and we welcome and recruit team members of all backgrounds and identities.

• We offer competitive wages, health, dental & vision coverage, paid parental leave, 12 paid holidays, your very own professional development budget, and an awesome vacation package.

• We like to have fun together! The majority of us work from home from all across the US, and we enjoy connecting virtually for laughs with teammates, and appearances of kiddos and furry friends over Zoom. We also meet up in-person: we have small offices in San Francisco, CA and in Kingston, NY.

If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our team. Please apply directly here on our website for us to consider your candidacy.

We will only be reviewing applications submitted to our website. When you apply, please complete all questions on the application to be considered.