We’re looking for a patient, empathetic Live Chat Support Specialist to join our growing remote team. You’ll help customers resolve their account and billing questions, working from home to provide clear, accurate support whenever they need it.
About the role:
As a Live Chat Support Specialist, you’ll respond to inbound customer messages, review account details, and deliver solutions that put the customer first. You’ll bring patience and a listening ear to customers navigating financial questions, and you’ll flag recurring issues so the wider team can improve our service.
What you’ll do:
- Respond to customer chat messages by understanding their issue, finding the right solution, and following through or escalating appropriately
- Manage chat conversations in a timely, efficient way while maintaining excellent customer service
- Provide accurate, complete support from start to finish to resolve customer inquiries
- Listen actively and show empathy with customers who may be stressed or frustrated
- Review customer accounts and provide updates on billing, payments, and account status
- Keep detailed records of conversations and log information into our system
- Calmly handle situations with unhappy customers, offering patient assistance and support
- Stay up to date on our product offerings so you can answer questions accurately
- Identify patterns or recurring issues and bring them to your manager’s attention
- Work toward performance goals while delivering consistent, quality customer service
Skills and background needed:
- 2 or more years of experience in customer service or a call center environment
- Experience or familiarity with financial services or fintech (experience with loan or mortgage support is a plus)
- Ability to listen carefully, understand what a customer needs, and create a solution
- Strong verbal and written communication skills in English and Spanish, with the ability to build rapport
- Ability to work well in a fast-paced, goal-oriented environment
- Positive attitude and willingness to collaborate with team members across departments
- Basic knowledge of REST APIs and SQL is helpful but not required
What we offer:
- Fully remote work – no commute required
- Competitive entry-level pay, details shared upon application
- Full-time position with benefits from day one
- Comprehensive health insurance coverage
- Unlimited paid time off plus additional company holidays
- Retirement savings programme with employer match
- Parental leave for all parents
- Home office setup support
- Internet and phone expense support
- Flexible working hours with summer schedule benefits
The hiring process:
You’ll start with a conversation with our recruiter, followed by an interview with the hiring manager, and then a final-round interview with the support team to see how we work together.
Onboarding and training:
We believe in hands-on training, not just passive orientation. During your first two weeks, you’ll actively learn about our products, our customers, and what makes us different. You’ll complete assessments to ensure you’re ready, and then start role-specific work. Success is measured by clear performance standards, with continuous feedback and support over your first six months.
Equal opportunity:
We’re an equal opportunity employer committed to building a diverse and inclusive team. We welcome applications from people of all backgrounds and provide reasonable accommodations to support your success in the application and interview process.
Not sure you meet every requirement?
If you think you have the core skills we’re looking for but don’t check every box, we still want to hear from you. Apply anyway – we’d love to see what you can bring to the team.
Ready to get started? Submit your application below.