Customer Service Specialist

About Us:

Recognized among Pittsburgh's 2024 Top Workplaces and Fastest-Growing Companies, Wolfe has been a leader in the Gift Card and FinTech sectors for over 25 years. We partner with national brands such as Pizza Hut, KFC, Pandora Jewelry, Kendra Scott, Wawa, Journeys and others to manage their gift card programs.

We are a fast-paced environment, like kayaking down a white-water river, not canoeing on a lake. Learn more about our company culture, core values, and industry recognition on our career page (https://wolfe-llc.breezy.hr/).

Role Summary:

In this role, you will take on advanced customer support responsibilities that require strong problem‑solving skills, technical curiosity, and the ability to navigate complex customer situations with confidence. You will deepen your understanding of our products, systems, common inquiries, and the digital gifting industry to deliver accurate, thoughtful, and timely resolutions. As you grow in the role, you will play an important part in improving processes, identifying recurring patterns, and supporting an outstanding customer experience. This is a 5‑day onsite position in Pittsburgh, PA.

Responsibilities:

• Investigate and resolve escalated or complex customer cases across multiple systems and workflows
• Analyze customer needs by reviewing transaction flows, account activity, and related system data
• Develop strong understanding of our products, digital gifting workflows, and common inquiry patterns
• Collaborate with Product, Engineering, Finance, and Operations to resolve multi‑layer issues
• Provide guidance to team members on case handling, decision‑making, and best practices

Impact Statement:

For more clarity on the role, below are the success metrics and measurements for this role in the first 90 to 120 days.:

• Reduce ticket reopen rates to under 5% through accurate diagnosis and end‑to‑end resolution
  
• Consistently achieve Quality Assurance metrics, maintaining QA scores exceeding 90%, as measured by the CSAT score
• Consistently achieve resolution rates within 60 minutes of Full Resolution Time
• Consistently maintain greater than 75% one-touch resolution
• Review all BAD rated CSAT results for additional clarity on agent performance and product assessment.

Qualifications:

• Experience managing escalated or complex support inquiries
• Strong analytical and investigative skills with the ability to interpret multi‑system data
• Ability to learn and understand product features, technical workflows, and digital gifting industry concepts
• Proficiency with ticketing systems such as Zendesk
• Excellent written and verbal communication skills, including clear explanation of technical or multi‑step
• Industry experience in gift cards or digital gifting is a plus

Compensation & Benefits:

Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. Our benefits and perks include but not limited to:

• Restricted Stock Units (RSUs)
• Profit Share
  
• Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
• Short-Term Disability Insurance (Wolfe pays 100% of premium)
• Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
• PTO (vacation and sick time)
• Corporate Holidays and Floating Holidays
• 401(k)
• Employee recognition program
• Charitable Donation to a charity of your choice yearly
• Employee Referral Bonus
• Tuition Reimbursement
• Internal Training and Information sessions
• Family Picnic, Holiday Party, and other outings
• Internal Culture Club

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Wolfe is an Equal Opportunity Employer.

Wolfe does not sponsor employment visas.