Job Description

Job Description

Job Description

Job Title: Client Support Specialist
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.

• 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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