[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