Customer Service Specialist

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family’s future. Kids and teens learn to earn, save, spend wisely, and invest.    At Greenlight, we believe every child should have the opportunity to become financially healthy and happy. It’s no small task, and that’s why we leap out of bed every morning to come to work. Because creating a better, brighter future for the next generation depends on it.
We are seeking a Customer Support Specialist to help us continue to provide outstanding support to our customers. You will assist customers over the phone and email with any issues or questions regarding the Greenlight card and mobile application. The successful Customer Support Specialist will be passionate about helping customers and ensuring they are satisfied after every customer support interaction.    This role will report to the Customer Service Manager.

Who you are:

• Professional, confident, and resourceful
• Someone who can be a creative problem-solver while troubleshooting customer issues
• Patient and kind while addressing customer questions and concerns
• An active listener who can demonstrate genuine empathy to our customers
• Responsible and able to self-manage (work from home)
• Proficiency in multitasking and maintaining accountability for meeting daily productivity goals
• Able to quickly learn about Greenlight’s products, services and policies

What you will be doing:

• Provide support over the phone and email to address customer questions or problems regarding use of the Greenlight card or registration
• Actively listen to customers to confirm and clarify information and diffuse potential escalations
• Build strong relationships with Greenlight colleagues and effectively relay product feedback to the product and engineering teams
• Focus on efficiency and speed while ensuring that customer satisfaction remains the top priority
• Effectively utilize software and internal tools to navigate customer accounts and solve issues
• Continuously engage in training and other learning opportunities to expand knowledge of the company, product and role
• Adhere to all company policies and procedures

What you should bring:

• High School Diploma or equivalent
• Exceptional customer service, active listening, and verbal and written communication skills
• Proficiency with software, ideally CRM software, and strong typing skills
• Experience troubleshooting technical issues and confidently managing complex customer concerns and escalations
• Not sure this one’s for you? Don’t count yourself out. Show us what you’ve got and we’ll reach out if there’s a great fit. 

Schedule:

• This role may require availability for evenings and weekends. Specific shift schedules will be determined and communicated during the hiring process.

Training:

• During the first week of your employment, you will be expected to come into the office. The exact number of days and dates will depend on your start date and the onboarding schedule.

Who we are: It takes a special team to aim for a never-been-done-before mission like ours. We’re looking for people who love working together because they know it makes us stronger, people who look to others and ask, “How can I help?” and then “How can we make this even better?” If you’re ready to roll up your sleeves and help create a world where every child grows up to be happy and healthy in money and life, apply to join our team.    Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.   Greenlight is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reach out to your recruiter directly or email recruiting@greenlight.me.