Job Description
Are you a passionate communicator who loves solving problems and delivering world-class service? Zenith Financial Technologies is seeking a high-caliber Customer Experience Specialist to join our elite support team in Austin, TX.
In this role, you will be the face and voice of our brand, helping our users navigate our premium financial platform. We do not just resolve tickets; we build lasting relationships and champion the customer's voice within our product ecosystem. If you thrive in a fast-paced environment and are eager to accelerate your career in fintech, we want to hear from you!
Responsibilities
- Provide empathetic, rapid, and high-touch support to users via live chat, email, and phone channels.
- Troubleshoot complex financial transaction issues and account discrepancies with high precision.
- Collaborate closely with product and engineering teams to escalate bugs and champion user feedback.
- Develop and maintain comprehensive internal documentation and external knowledge base articles.
- Identify process bottlenecks and proactively propose workflows to improve team efficiency and response times.
- Maintain a deep, up-to-date understanding of Zenith’s product features, security protocols, and compliance standards.
Qualifications
- 2+ years of experience in a customer service or customer support role, preferably within tech or fintech.
- Exceptional written and verbal communication skills with a keen eye for tone and detail.
- Proven ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
- Strong analytical and problem-solving skills with a technical aptitude for learning new software quickly.
- Experience using modern helpdesk tools such as Zendesk, Intercom, Salesforce, or Jira.
- A genuinely empathetic mindset and a passion for helping others succeed.
- Bachelor's degree or equivalent practical experience is preferred.