Job Description
Are you a passionate advocate for customer success? StripePath Financial is looking for an exceptional Customer Support Specialist to join our high-performing team in Austin, TX. In this role, you will be the face of our brand, helping customers navigate our cutting-edge financial platform with ease and empathy.
We pride ourselves on delivering premium, world-class support. You will thrive here if you love solving complex problems, learning new technologies, and advocating for customer needs in a fast-paced environment. Join us and help shape the future of fintech support!
Responsibilities
- Deliver world-class support to customers via live chat, email, and phone channels.
- Troubleshoot complex technical, billing, and account access issues systematically.
- Collaborate closely with Product and Engineering teams to report system bugs and feature requests.
- Draft, update, and maintain internal and external knowledge base documentation.
- Maintain high performance metrics, including First Response Time (FRT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
- Proactively identify areas of friction in the user journey and advocate for product improvements.
Qualifications
- 2+ years of customer-facing experience, preferably within a SaaS, Fintech, or fast-paced tech startup.
- Outstanding verbal and written communication skills with a polished, professional tone.
- Proven expertise utilizing modern support tools like Zendesk, Intercom, Salesforce, or JIRA.
- Strong analytical and problem-solving abilities with high attention to detail.
- Ability to multitask and prioritize tasks efficiently in a rapidly shifting environment.
- A genuinely empathetic mindset and passion for helping others succeed.