Overview
We are helping a U.S.-based financial services organization to hire Customer Support Representatives (Financial Account) to support clients using a proprietary financial platform. This role is highly client-facing and requires strong written and verbal communication skills, critical thinking, and a willingness to learn financial concepts on the job.
The ideal candidate is personable, coachable, and comfortable handling a high volume of customer inquiries while delivering a consistently positive client experience.
Key Responsibilities
- Serve as a primary point of contact for customer inquiries via email and phone
- Handle a high volume of support tickets daily, primarily focused on routine and recurring requests
- Investigate customer issues by reviewing account details, platform activity, and relevant documentation
- Provide clear, professional, and timely responses to customers
- Coordinate with internal teams to gather information and resolve issues efficiently
- Proactively ask questions and seek clarification when issues are unclear
- Identify recurring issues or process gaps and escalate them to the broader team
- Maintain a customer-first approach while balancing accuracy and efficiency
Required Qualifications
- Excellent written and spoken English communication skills (strong email writing is essential)
- Clear, professional phone presence and neutral accent
- Experience in a customer support, customer service, or client-facing role
- Strong attention to detail and ability to manage multiple tickets simultaneously
- Highly coachable with a positive attitude toward feedback
- Strong problem-solving skills and ability to investigate issues with multiple variables
- Comfortable speaking up, asking questions, and raising concerns when appropriate
Preferred Qualifications
- Exposure to finance, financial services, or financial platforms (nice to have, not required)
- Experience supporting SaaS platforms or working in a ticket-based environment
- Background in customer success or account support roles
Additional Details
- Fully remote
- U.S. business hours with flexibility across Pacific to Eastern Time
- Support-focused role with opportunities to grow into more complex client-facing work over time
- Full-time, Independent contractor, 40-hours per week - exclusive to our client
- Salary Range: 70,000 - 80,000 take-home pay per month
