Customer Support Specialist, Chat and Email (Onsite)

VXI Global Solutions•Morrow, OH

8d•Onsite

About The Position

We are looking for a customer-focused Customer Support Specialist, Chat and Email (Level 2), who is passionate about delivering exceptional service and creating positive customer experiences. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of customer outcomes, and is committed to continuously improving the support experience. This role is 100% onsite in our Morrow, GA office. As a Customer Support Specialist, Chat and Email, you'll serve as a trusted resource for customers by resolving inquiries with empathy, accuracy, and professionalism. You'll be expected to make sound decisions, communicate clearly, and maintain a high level of quality while managing multiple priorities through e-mail/chat channels. This is a middle-tier individual contributor role. Compared to entry level support, you will be trusted with additional workflows and higher complexity cases on a day-to-day basis, drawing on your Trust and Safety experience to exercise sound independent judgment.

Requirements

3+ years of experience in Customer Support, Customer Experience, Customer Success, or another customer-facing role.
1+ years of informal or shadow leaders
1+ years of experience in Trust and Safety.
Exceptional written and verbal communication skills with the ability to explain complex concepts clearly and professionally.
A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges.
Strong attention to detail and the ability to identify issues others may overlook, even under time-sensitive conditions.
High resilience with the ability to manage large case volumes and difficult customer interactions professionally.
Ability to successfully complete required certifications for each support queue before handling live customer cases.
Computer programs including Word, Excel, Power Point, and Outlook;
Company policies and procedures as outlined in Employee Handbook and Leadership Manual.
Communicate effectively in verbal and written form;
Resolve conflict;
Motivate employees;
Take initiative;
Demonstrate organizational skills and prioritize duties;
Develop and maintain effective working relationships with peers and across departments;
Clearly explain processes and policies;
Perform detailed tasks with accuracy;
Use discretion;
Learn additional technology applications;
Successfully interface with clients (internal/external);
Understand and exhibit customer service orientation.
A minimum of a high school diploma or general education degree (GED) required; bachelor’s degree preferred or at least 3 years related experience and/or training, or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to work with mathematical concepts and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

Experience making independent decisions in live or same-day customer support environments without requiring prior review.
Previous experience working in fintech, cryptocurrency, brokerage, or other financial services industries.
Experience supporting fraud prevention, risk management, or compliance operations.
Experience creating, maintaining, or improving internal documentation and knowledge base articles.
Experience supporting escalated customer issues or working in environments utilizing chatbot or automation-assisted support.
Experience managing multiple concurrent chat conversations

Responsibilities

Assist customers through e-mail and chat with professionalism, empathy, and urgency.
Resolve customer inquiries from start to finish while ensuring every interaction leaves a positive impression.
Respond quickly during high-priority situations and help customers navigate issues with confidence.
Look beyond resolving today's issue by identifying recurring trends and recommending long-term improvements.
Share customer feedback and insights that can improve products, services, and the overall customer journey.
Help create a smoother experience by contributing to knowledge articles, support documentation, and self-service resources.
Work with customer support tools, reporting dashboards, and AI-assisted technology to improve efficiency and service quality.
Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation.
Participate in testing and implementing new tools and processes that improve both the customer and employee experience.
Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes.
Clearly communicate customer issues, reproduce reported problems, and provide detailed feedback to internal teams.
Serve as the voice of the customer by ensuring customer needs and feedback are shared with decision-makers.
Take ownership of your work and actively look for ways to make the customer experience better every day.
Embrace change, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.
Support a culture of innovation, collaboration, and continuous learning.