High Volume Support Specialist

Wise•Austin, TX

17h•$30 - $35

About The Position

Your core mission is to turn every interaction, whether by email or live channels, into a reason for the customer to stay. You will handle complex enquiries with a solution-focused mindset and a high degree of autonomy. You are the customer’s champion, ensuring that even when things go wrong, the quality of service strengthens loyalty instead of weakening it. You will work in a fast-paced environment where efficiency meets empathy. You are empowered to make decisions, solve problems creatively and own the outcome. You will also act as the eyes and ears on the ground, sharing insights with the High Volume Senior Lead to help refine our playbook and reduce friction.

Requirements

2+ years in a customer-facing role, preferably in a high-volume, high-growth, and complex customer servicing environment (e.g. FinTech, SaaS, Tech).
Retention Mindset: You understand that support is a revenue-protection function. You are driven by the challenge of turning a dissatisfied customer into a loyal one, or detractor/passive into a promoter.
Accountability: A must-have. You take pride in closing the loop. You are comfortable holding the ball and driving the resolution, even when the answer isn't immediately obvious. For you accountability doesn’t stop there, you also take ownership for your personal development and time management to be the best you can for your customers.
Empowerment and Autonomy: You positively thrive on having the freedom to decide how to deliver the best outcome to the customer, safe in the knowledge that you have ‘permission’ to act in the customer’s best interests, provided you remain compliant with regulation.
Creative Problem Solving: You are comfortable working in the "grey." You don't need a script to know how to help someone, instead you use critical thinking to find the best possible outcome, working effectively as a team to get things done where needed .
Communication Expertise: Exceptional written and verbal communication skills. You can explain complex concepts simply, and you know how to deliver difficult news with grace and professionalism.
Change Agent: You proactively promote and embrace change for the relentless betterment of the customer experience - you are progressive and resilient.
Tech Savvy: Comfortable jumping between different support tools, CRMs, and internal systems with speed and accuracy.
High Intensity Learning: Ability to take in and make connections between large volumes of information in different formats and from various sources in order to fully understand root causes and make proactive judgements and effective decisions on how to resolve customer queries and identify improvement opportunities.

Responsibilities

Take full cradle-to-grave ownership of customer enquiries and issues by default. You are the customer’s single point of contact until the issue is resolved.; you do not "pass the buck." You consistently aim for first contact resolution, demonstrating your commitment to getting the right outcome and not just completing a task.
Manage a dynamic workflow across different channels, ensuring high-volume demand is met without sacrificing quality.
Use creative thinking to diagnose complex issues. Move beyond standard operating procedures when needed to find solutions that work for the customer and the business, from both a regulatory and efficiency perspective
Work closely with other teams, such as KYC and Financial Crime to seamlessly facilitate customer issues and act as an advocate for the customer.
Treat every interaction as a retention opportunity. Identify "at-risk" behaviors or sentiments and intervene with high-touch service and real time conversations, anticipating potential needs and likely friction to prevent churn.
Educate customers on how to get the most out of our products, moving the conversation from "fixing a problem" to "adding value."
De-escalate friction with professional empathy, transparency and confidence, turning negative sentiment into positive advocacy.
Participate in initiatives and programmes designed to improve customer retention eg re-contacting self deactivated customers.
Deliver empowered solutions that solve for tomorrow by proactively addressing future friction points before the customer even identifies them.
Maintain rigorous adherence to High Volume KPI’s.
Act as a feedback loop for the High Volume Senior Lead and wider management team. Use high-level root cause analysis to identify recurring trends, broken processes, customer education opportunities and product bugs that are driving high contact volumes.
Document unique case resolutions and creative fixes so individual wins become scalable learnings for the wider team and knowledge base