Customer Service Specialist, Tier 2

 

We are seeking a Customer Support Specialist, Tier 2 to help us continue to provide outstanding support to our customers. You will assist customers over the phone and email with any issues or questions regarding the Greenlight card, mobile application and hardware devices. The successful Customer Support Specialist will be passionate about helping customers and ensuring they are satisfied after every customer support interaction. 

This role will report to the Customer Service Manager. Our Tier 1 team handles initial customer interactions, and our Tier 2 team supports customers with more complex issues that need deeper investigation and resolution.

This role is open to candidates located in Atlanta, Georgia; Phoenix or Mesa, Arizona; and Tampa, Orlando, or Jacksonville, Florida.

Provide support over the phone and email to address customer questions or problems regarding use of the Greenlight card or registration

Actively listen to customers to confirm and clarify information and defuse potential escalations

Build strong relationships with Greenlight colleagues and effectively relay product feedback to the product and engineering teams

Focus on efficiency and speed while ensuring that customer satisfaction remains the top priority

Effectively utilize software and internal tools to navigate customer accounts and solve issues

Continuously engage in training and other learning opportunities to expand knowledge of the company, product and role

Adhere to all company policies and procedures

Professional, confident, and resourceful

Someone who can be a creative problem-solver while troubleshooting customer issues

Patient and kind while addressing customer questions and concerns

An active listener who can demonstrate genuine empathy to our customers

Responsible and able to self-manage (work from home)

Proficiency in multitasking and maintaining accountability for meeting daily productivity goals

Able to quickly learn about Greenlight’s products, services and policies

High School Diploma or equivalent

Exceptional customer service, active listening, and verbal and written communication skills

Proficiency with software, ideally CRM software, and strong typing skills

Experience troubleshooting technical issues and confidently managing complex customer concerns and escalations

Not sure this one’s for you? Don’t count yourself out. Show us what you’ve got and we’ll reach out if there’s a great fit.

During the first week of your employment, you will be expected to come into the office. The exact number of days and dates will depend on your start date and the onboarding schedule.

It takes a talented team to aim for a mission like ours. We're looking for people who ask "is it bold enough?" People who bring their real selves to the table and push the people around them to do the same. We win by never hesitating to jump in, offer a hand, or share the credit, because we know we're stronger together than apart. And through all of it, the mission stays the thing we measure ourselves against: are we doing right by the families counting on us? If that sounds like your kind of team, we'd love for you to apply. 

 

Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.

 

Greenlight is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reach out to your recruiter directly or email accomodations@greenlight.me.