Account Support Specialist

• Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Assist your book of business, ensuring ideal account set-up and advocate for product features released by the partner
• Appropriately follow policies, procedures, and escalation and transfer workflow to ensure an effortless resolution
• Attempt to resolve situations involving dissatisfied customers, offering assistance and support
• Review, research, document, and recommend resources in relation to chat insights to improve our partner’s workflows and customer experience
• Guide customers through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge and training requirements that are critical for our partner and their customers related to their products, platform, workflows, tools, and resources
• Review customer and user accounts, providing updates and information regarding policies and procedures
• Adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Consistently achieve and maintain the minimum program performance by meeting all key performance indicators and metrics within the program
• KPI Attestation Agreement is required prior to offer
• Perform program duties and tasks that are within your skill and expertise level as assigned by program management (i.e. new hire shadowing and nesting, peer chat review, recommended resource updates, additional administrative support, etc.)
• Regularly receive internal resource and chat review inquiries in order to provide timely peer-to-peer feedback and recommendations to the partner in the creation of new or updated resources
• At the discretion of your supervisor, may be selected to provide new hire training support in the form of shadowing, peer-to-peer nesting, feedback, and review of new hire material with newer team members
• Flex between program duties and provide ad hoc support for program-specific projects, products, pilots, and queues
• some special projects may include chat, phone, virtual meeting support, or account management functions

• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining customer workflows, policies, and procedures, and providing guidance for customers and users
• Confident and collaborative communicator with contact center and customer support experience
• High proficiency and competency in English grammar and sentence structure
• Heavy reliability in people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of key performance indicators and metrics expectations without compromising the customer experience
• KPI and metric minimum standards required
• Excellent multi-tasking and time management skills
• Punctuality and adherence to schedule experience required
• Infectious ambition, positivity, and engagement, and the desire to provide support to software users within the financial space and industry
• Coachable, teachable, productive, motivated, and self-directed with little or no supervision
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. Reliable high-speed/broadband internet access and power are required
• 2+ years of experience working in a contact center environment where key performance indicators and metrics were consistently required, particularly those associated with customer chat support
• Experience supporting software as a service, particularly those involving financial technology and financial acumen
• Previous work experience at a startup or new business venture where growth and change was a constant variable
• Proven ability to demonstrate flexibility, agility, and willingness to change
• Mastery of written English and grammar in a fast-paced environment
• Helping others in times of need comes second nature

Prior account management experience, or owning a book of business is a plus!

• Hybrid working arrangements
• Competitive base salary
• Comprehensive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities