Customer Service Specialist, Tier 2

Greenlight Financial Technology • Phoenix, AZ

5d • Hybrid

About The Position

Greenlight is seeking a Customer Support Specialist, Tier 2 to provide customer support for its financial technology and family-management products, including the Greenlight card, mobile application, and hardware devices. The role handles complex customer issues that require deeper investigation and resolution beyond the initial support provided by Tier 1. Support is provided by phone and email, with a focus on empathetic service, efficient problem-solving, and customer satisfaction. The position reports to the Customer Service Manager and is open to candidates located in Atlanta, Georgia; Phoenix or Mesa, Arizona; and Tampa, Orlando, or Jacksonville, Florida. During the first week of employment, the employee is expected to come into the office; the exact days depend on the start date and onboarding schedule. The hourly pay rate is $23.00.

Requirements

• 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.
• Professional, confident, and resourceful approach.
• Creative problem-solving skills when troubleshooting customer issues.
• Patience and kindness when addressing customer questions and concerns.
• Ability to demonstrate genuine empathy and listen actively.
• Responsibility and ability to self-manage while working from home.
• Ability to multitask and remain accountable for daily productivity goals.
• Ability to quickly learn Greenlight products, services, and policies.

Responsibilities

• Provide phone and email support for customer questions or problems involving use of the Greenlight card or registration.
• Listen actively to customers to confirm and clarify information and defuse potential escalations.
• Build strong relationships with Greenlight colleagues and relay product feedback effectively to product and engineering teams.
• Work efficiently and quickly while keeping customer satisfaction the top priority.
• Use software and internal tools to navigate customer accounts and resolve issues.
• Participate in training and other learning opportunities to expand knowledge of the company, products, and role.
• Adhere to company policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED