Senior Customer Support Specialist
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Job Description
Senior Customer Support Specialist guiding private-market customers using Juniper Square’s fund technology platform. Troubleshooting complex issues, supporting onboarding, and partnering with Product, Engineering, and Customer Success teams.
Responsibilities:
- Deliver technical assistance to customers via phone, email, Zoom, and chat, taking ownership of timely solutions
- Develop expert knowledge of the Juniper Square platform and private markets industry to share best practices and guide customers
- Build strong B2B customer relationships and act as a trusted advisor
- Collaborate with Customer Success Managers, Product Managers, and Software Engineers to identify and implement complex customer solutions
- Guide customers through onboarding and hold client meetings as needed
- Share customer feedback to inform product development and improvements
- Collaborate cross-functionally to address customer needs and proactively communicate potential risks
- Independently manage high-profile customer escalations, resolve challenging questions and objections, de-escalate difficult situations, and achieve high CSAT scores
- Support colleagues and contribute to a positive, inclusive team culture
- Travel to the US as needed
Requirements:
- Bachelor’s degree in Finance, Accounting, Economics, MIS, or a business-related field preferred
- 4–6+ years of professional experience in a relevant setting
- Excellent written and verbal communication skills
- Assertiveness and perseverance when resolving customer requests
- Team-first attitude, empathy, and passion for helping others
- Strong troubleshooting, problem-solving, and analytical ability
- Excellent time management and organizational skills
- Strong technical aptitude and willingness to learn and develop new skills
- Ability and openness to work U.K. business hours and periodically join later meetings
- Authorization to work in the United Kingdom
- Must not require employment sponsorship in the UK now or in the future
Benefits:
- Supplemental health and dental coverage for you and your family
- Comprehensive paid holiday leave in addition to company-recognized holidays
- Paid family leave, medical leave, and bereavement leave policies
- Pension contributions
- Annual professional development stipend
- Equity
- Digital-first operations and remote work options
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