Client Support Specialist - Financial Services, North Hills, NC
Department: Customer Success / Client Services
Location: North Hills, NC
Job Type: Full-Time About the Role
We are seeking a highly motivated and customer-oriented Client Support Specialist to join our fast-paced FinTech team. As the first point of contact for our clients, you will play a crucial role in ensuring a seamless user experience and delivering best-in-class support for our financial technology products and services. Your ability to solve problems efficiently, communicate clearly, and manage client relationships will directly impact customer satisfaction and product adoption. Key Responsibilities
- Serve as the primary contact for clients via ticketing, phone, and live chat, addressing inquiries, troubleshooting technical issues, and guiding users through platform features.
- Investigate and resolve product or service issues, escalating to success managers and technical teams when necessary.
- Develop deep knowledge of our FinTech platform, including API integrations, account management tools, billing and reporting features.
- Collaborate with product, development, and sales teams to relay client feedback and contribute to continuous product improvement.
- Maintain up-to-date records of client interactions using CRM and support ticketing systems.
- Collaborate on support documentation, user guides, and training resources that will assist in reducing outreach for support.
- Monitor service-level agreements (SLAs) and ensure timely resolution of support tickets.
- Bachelor's degree in business, Finance, Economics, Computer Science, or a related field preferred.
- Prior experience in client support, customer success, or technical support is a plus—preferably in a FinTech, SaaS, or financial services environment.
- Strong understanding of financial products and support systems.
- Excellent problem-solving skills and the ability to explain complex concepts in simple terms.
- Experience with CRM platforms (e.g., Salesforce, RedTail) and support tools (e.g., HubSpot, Jira).
- Familiarity with APIs, data security practices, and financial compliance is a plus.
- Empathetic communicator with a client-first mindset and a passion for financial technology.
- Competitive salary and performance bonuses
- Health, dental, and vision insurance
- Professional development and training programs
- Opportunity to grow in a rapidly scaling FinTech company
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