Customer Experience Specialist G&A

Skills

About the Role

You will handle customer inquiries via phone and email and provide empathetic, proactive support across the product suite. You will work with cross functional teams to escalate and resolve issues, ensure GDPR compliance and data security, and use metrics to drive improvements. You will identify opportunities to improve processes and the customer journey, and communicate user feedback to product teams in a clear and actionable way.

Requirements

• 2+ years of experience in a fast-paced SaaS support role for financial or fintech services
• Have active Series 7/63 Licenses, or have a degree in Finance, Economics, or Accounting, and be willing to obtain the licenses within 3 months of hire
• Experience using ticketing software, such as Zendesk, HubSpot for Service, LiveAgent, Intercom, etc
• Knowledge of crypto fundamentals, including wallets, transfer of assets, etc
• Strong administrative and compliance acumen, strategic thinking, and operational rigor
• Ability to work cross-functionally with various teams
• Track record of multitasking customer needs and prioritizing efficiently
• Highly motivated, personable self-starter with entrepreneurial drive and exceptional attention to detail
• Be able to adapt and exercise regulatory-compliant responses to solve technical issues as well as explain potentially user-generated errors
• Excellent written and verbal English communication skills
• High EQ and empathy with a passion for customer success and bottom-line impact
• Team player who possesses a desire and ability to work in a fast-paced, goal-oriented early-stage start-up with massive potential

Responsibilities

• Deliver an exceptional customer experience to GigaStar customers via phone and email
• Escalate/resolve software inquiries by partnering with internal departments and customers to provide timely and effective resolution to questions and issues
• Operate with GDPR and regulatory compliance, data security, and cybersecurity in mind
• Use metrics and data-driven decision-making to arrive at correct tactical decisions and process improvement
• Assist in exploring additional support tools, including chatbots, AI, etc.
• Assist with day-to-day operations for all GigaStar products and services.
• Identify technical and strategic opportunities for improvement in our quality of work and influence change by identifying root causes and implementing scalable solutions
• Identify potential challenges and blockers for customers and help proactively solve them
• Help lead account reviews and surveys to ensure high levels of customer satisfaction
• Drive continuous product improvement by acting as a liaison between customers and product teams, surfacing stories and data to help improve the product and customer experience

Benefits

• Generous stock options
• Excellent benefits package including Blue Cross Blue Shield Medical/Dental, 100% company-paid life insurance benefits, and ST/LT disability, 401K, and Paid Parental Leave
• Employee Assistance Programs including access to work/life specialists, life planning consultants, and sessions with a licensed professional counselor through Tava Health
• Tuition reimbursement program
• Monthly wellness stipend
• Laptop / required accessories for your remote work setup
• Diverse and multicultural work environment
• Engaged team culture with monthly teamwide activities
• Flexible paid time off including vacations and holidays