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Customer Support Specialist

Till Financial

Till Financial

Customer Service
United States
Posted on Saturday, May 11, 2024
Till is seeking a motivated, curious, and self-driven Customer Support Specialist to join our team. The Customer Support Specialist provides guidance and support to our customers and helps them get the most out of the Till experience.

The ideal candidate will have financial services experience and be able to balance an empathetic approach to customer support against the demands of a regulated environment. Customer Support Specialists will collaborate across the organization to achieve customer satisfaction and delight.

What you’ll do:

  • Provides superior customer service by exhibiting a friendly and professional demeanor, matching the tone and pace of the customer, with the goal of achieving a highly satisfactory outcome. Build trust and rapport by keeping users in the loop and resolving issues quickly and thoroughly
  • Managing high-volume inbound support channels. You’re part of the first line of defense in ensuring our customers receive the attention and care they need in a timely manner
  • Help customers understand how to get the most out of Till and provide assistance navigating the app
  • When problem-solving, uses active listening and comprehension skills to take ownership of issue resolution, complete a thorough evaluation, and demonstrate superior knowledge throughout the remediation process.
  • Investigative skills to troubleshoot a customer issue; sensitive to customers' patience but thorough enough to provide details to the dev/ops team.
  • Assist teammates in diagnosing and escalating issues our users encounter using Till’s bug reporting system. Collaborate with team members on feature requests and product improvements

Who you are:

  • 4-year BA or BS degree required
  • At least 1+ years of experience managing a customer support platform with email, chat, and phone (Zendesk preferred)
  • Thrives in a dynamic and complex business environment, supporting multiple product sets and navigation of diverse system applications. *Extra points for previous start-up experience
  • Eagerness to learn and accept challenges
  • Strong organizational, time management, and written communication skills
  • Familiarity with financial iOS apps (e.g., banking, credit, investments, savings), have used an online banking platform
  • Ability to work independently with minimal direction or supervision
  • Ability to work some weekends and evenings based on seasonal needs.

About us:

We are a group of parents, kids, entrepreneurs, engineers, and designers who share a common belief: that everyone can be better prepared for the financial realities of the outside world. We built Till to address the headache of moving money within families today while training teens to become smarter spenders for tomorrow.

Till is proud to be backed by experienced institutional and angel investors, including Afore Capital, Alpine Meridian, Elysian Park, Luge Capital, Magnify Ventures, and Sidekick Partners. Based primarily in Boston and NYC, we are taking advantage of all the resources and opportunities these two great cities offer. Till is building a culture that balances accountability and fun, hard work and play, and doing well and doing right.

Benefits and Perks:

  • Health and dental insurance
  • Health Savings Account
  • Flexible vacation and holiday policy
  • Parental leave (including non-birth parents)
  • And more!

Till believes diversity, equity, and inclusion are fundamental obligations that strengthen our team. We seek a diverse, multi-disciplinary team to build a company and culture that represents who we are and who we serve. Individuals seeking employment at Till are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Till provides standard ranges in order to be compliant with local legislation as well as to provide greater transparency to candidates. The compensation information provided here is based on a good faith estimate at the time of this job posting. The salary range for this position is $40-000 - $60,000 per year. Ranges are based on function, level, and office location, and are benchmarked against similar-stage companies. Exact compensation amounts are determined by multiple factors including but not limited to skill set, level of experience, and office location, and may vary above or below from the amounts listed above.The salary range listed is just one component of Till’s total compensation package for employees. This position may also be eligible for equity awards, annual bonuses, short- and long-term incentives, and program-specific awards in accordance with the terms of Till’s variable compensation plans.


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