Customer Support Associate

Jiko • New York, NY

1d • $55,000 - $75,000 • Remote

About The Position

Joining Jiko as a Customer Support Associate, you’ll contribute to the growth of a world-class organization that delivers an exceptional customer experience. This team is critical, serving as the first point of contact for clients. This role reports to the Director of Customer Success.

We’re looking for a passionate individual who wants to grow with the company. The ideal candidates thrive on working in a fast-paced environment, look for efficiency in everything they do, always set high standards for themselves as well as their teammates, and like to have fun at work!

Requirements

• 2-3+ years of professional experience, including 2+ years in customer support or similar roles at a financial institution or fintech firm.
• Direct experience in support and account operations for institutional/business clients.
• Exceptional communication skills and experience engaging sophisticated customers.
• Highly diligent, detail-oriented, and process-driven.
• Experience with U.S. financial institutions and regulatory environments (FINRA broker-dealer, KYB/KYC, BSA, Reg E, fraud mitigation).
• Located in EST, with flexibility to be part of a 24/7 coverage team.

Responsibilities

• Deliver an exceptional client and partner experience as the primary day to day point of contact for Jiko clients and partners.
• Provide timely, high-quality service and guide clients by evaluating, resolving, or escalating issues, and collaborating on and improving support and operational processes.
• Support critical account operations (onboarding, account opening, wire transfers, reporting) by working seamlessly with operations, compliance, success and sales teams.
• Ensure customer satisfaction by owning issues through resolution and acting as the consistent voice of the customer within Jiko.
• Capture and relay client feedback and feature requests to Product and Engineering to drive customer-centric enhancements.
• Maximize client understanding and platform adoption through education, enablement, feature workflow guidance, and by contributing to help content development.
• Help the team build and scale by analyzing trends, assisting with reporting, and optimizing our systems and workflows.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed