Customer Support Specialist

Summary

Join Settle, a fast-growing fintech company, as a Customer Support Specialist! You will be the first point of contact for our clients, resolving issues and answering questions related to our cashflow management platform. You'll need strong communication and problem-solving skills, along with experience in customer support or operations. This role requires expertise in using various tools and a detail-oriented approach. You'll collaborate with internal teams to improve our systems and advocate for our customers. Settle offers a competitive salary, comprehensive benefits, and a flexible, remote-friendly work culture.

Requirements

• 2+ years of experience in a Customer Support or Operations role
• Strong written and verbal communication skills - you can distill complex problems into clear and succinct solutions
• A self-starter who works autonomously to find solutions and workarounds but knows when to ask for help when blocked
• You're detail-oriented and have exceptional organizational skills
• You thrive in a fast-paced environment and can prioritize tasks effectively
• You're empathetic and are energized by helping others
• Experience using tools: Intercom, Linear, Modern Treasury, Settle Ops Portal, etc

Responsibilities

• Provide the 1st line of support for our existing clients to answer questions and resolve issues
• Gain an in-depth understanding of our products and use that knowledge to address customer inquiries
• Track issues and manage tickets to ensure the timely resolution of customer issues
• Maintain our internal knowledge base with up-to-date process documentation
• Relay customer feedback to the appropriate internal partners to continuously improve the customer experience
• Work directly with our banking partners and other vendors to resolve customer payment issues

Preferred Qualifications

• Intercom experience
• A background in b2b fintech (payments, lending or inventory management)
• Supply chain and inventory management software experience
• Excel and SQL skills

Benefits

• Unlimited PTO
• Flexible and remote work culture
• Competitive compensation and equity
• Health, dental, and vision coverage for you and your dependents
• Lunch & commute reimbursement when working in the NYC office located near Union Square
• $500 home office set up reimbursement
• $2500 annual growth and development stipend
• $50 monthly food delivery gift card
• 401k
• Brex company card
• HSA/FSA
• WeWork membership
• ERG groups e.g. LGBTQIA+, Women @ Settle, and more!
• Employee Referral Program
• Team building events