Customer Service Specialist, Tier 2
Greenlight is a family technology company on a mission to help families raise financially smart kids and navigate life together. Its suite of products — including the Greenlight app, debit card, Safe Family GPS trackers, and Family Hub — brings together financial tools, safety features, and everyday family management in one connected experience. Designed for busy families who want convenience without compromise, Greenlight continues to innovate alongside the evolving needs of modern life. Today, more than 6.5 million family members trust Greenlight to stay in sync.
At Greenlight, we're here to make the day-to-day easier and futures brighter, so families can spend less time managing life, and more time living it. That's why we get out of bed every morning.
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.
You day to day:
- 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
Who you are:
- 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
What you'll bring to the team:
- 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.
Training
- 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.
As published by lever · 10 questions · 6 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, GitHub URL, Portfolio URL
Pick from a list (4)
- Do you confirm that the information provided regarding your employment history, education, and qualifications is accurate and complete? Misrepresentation may result in withdrawal from hiring process.
- How did you hear about this position? optional
- Will you now or in the future require Greenlight to commence ("sponsor") an immigration case in order to employ you (for example, H-1B or other employment based immigration case)? This is sometimes called sponsorship for an employment-based visa status.
- Are you currently located in one of the following areas: Atlanta, Georgia; Phoenix or Mesa, Arizona; or Tampa, Orlando, or Jacksonville, Florida?
Written answers (6)
- If you selected "Other" please specify: optional
- What has you interested in this role at Greenlight?
- Greenlight is a registered employer in many, but not all US states. Please confirm which state you will reside and work.
- What is your ideal target compensation?
- Why are you interested in working in Customer Service at Greenlight?
- Please confirm that you’ve reviewed the shift schedules and let us know your preferred schedule, along with any availability limitations.