Customer Service Specialist, Tier 2

Greenlight Financial Technology • Jacksonville, FL

6d • Hybrid

About The Position

Greenlight is seeking a Customer Support Specialist, Tier 2 to provide customer support by phone and email for questions and issues involving the Greenlight card, mobile application, and hardware devices. The Tier 2 team handles complex customer issues that require deeper investigation and resolution, following initial interactions handled by Tier 1. The successful candidate will focus on helping customers and ensuring they are satisfied after each support interaction. This 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 number of days and dates 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, resourceful, patient, kind, and empathetic approach to customer support.
• 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.
• Creative problem-solving skills.

Responsibilities

• Provide phone and email support for customer questions or problems regarding use of the Greenlight card or registration.
• Listen actively to confirm and clarify information and defuse potential escalations.
• Build relationships with colleagues and relay product feedback effectively to product and engineering teams.
• Work efficiently and quickly while prioritizing customer satisfaction.
• 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, product, and role.
• Follow company policies and procedures.

What This Job Offers

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