Customer Experience Specialist
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Job Description
Customer Experience Specialist at GigaStar engaging with users in the Creator Economy and finance sector. Delivering support and ensuring customer satisfaction for financial product inquiries.
Responsibilities:
- Deliver an exceptional customer experience to GigaStar customers via phone and email
- Escalate/resolve software inquiries by partnering with internal departments and customers to provide timely and effective resolution to questions and issues.
- Operate with GDPR and regulatory compliance, data security, and cybersecurity in mind
- Use metrics and data-driven decision-making to arrive at correct tactical decisions and process improvement
- Assist in exploring additional support tools, including chatbots, AI, etc.
- Assist with day-to-day operations for all GigaStar products and services.
- Identify technical and strategic opportunities for improvement in our quality of work and influence change by identifying root causes and implementing scalable solutions
- Identify potential challenges and blockers for customers and help proactively solve them
- Help lead account reviews and surveys to ensure high levels of customer satisfaction
- Drive continuous product improvement by acting as a liaison between customers and product teams, surfacing stories and data to help improve the product and customer experience
Requirements:
- 2+ years of experience in a fast-paced SaaS support role for financial or fintech services
- Have active Series 7/63 Licenses, or have a degree in Finance, Economics, or Accounting, and be willing to obtain the licenses within 3 months of hire.
- Experience using ticketing software, such as Zendesk, HubSpot for Service, LiveAgent, Intercom, etc.
- Knowledge of crypto fundamentals, including wallets, transfer of assets, etc.
- Strong administrative and compliance acumen, strategic thinking, and operational rigor
- Ability to work cross-functionally with various teams
- Track record of multitasking customer needs and prioritizing efficiently
- Highly motivated, personable self-starter with entrepreneurial drive and exceptional attention to detail.
- Be able to adapt and exercise regulatory-compliant responses to solve technical issues as well as explain potentially user-generated errors.
- Excellent written and verbal English communication skills.
- High EQ and empathy with a passion for customer success and bottom-line impact
- Team player who possesses a desire and ability to work in a fast-paced, goal-oriented early-stage start-up with massive potential!
Benefits:
- Generous stock options
- Excellent benefits package, including Blue Cross Blue Shield Medical/Dental
- 100% company-paid life insurance benefits
- ST/LT disability
- 401K
- Paid Parental Leave
- Employee Assistance Programs, including access to work/life specialists, life planning consultants, and sessions with a licensed professional counselor through Tava Health
- Tuition reimbursement program
- Monthly wellness stipend
- Laptop / required accessories for your remote work setup
- Diverse and multicultural work environment
- Engaged team culture with monthly teamwide activities
- Flexible paid time off, including vacations and holidays
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