[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Groundfloor Finance is a remote-friendly, hyper-growth wealthtech company based out of Atlanta. They are seeking a Customer Support Specialist who is proactive and detail-oriented, responsible for building strong relationships with customers and enhancing their experience through exceptional service.ResponsibilitiesBuild strong and lasting relationships with our customers, supporting them through white-glove service as measured by CSATDemonstrate your unique problem-solving abilities, provide solutions that exceed customers expectationsContribute to implementing processes, tools, and systems to improve customer success delivery (e.g., live chat)Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experienceDevelop a deep understanding of the business - our key metrics, drivers for growth and participate in formulating our overall service and sales strategyChampion the customer view; always look for ways to improve the customer experience, remove pain points, champion product and service opportunities, increase engagement and retentionTake ownership of customer inquiries, partnering with the appropriate team members, and providing updates to the customer along the way for the best possible customer experienceTake inbound calls and digital requests from investors and respond accordingly to create a memorable experience by actively seeking out ways to WOWAnticipate additional questions/needs based upon previous interactions and provide insights to proactively provide support to investorsContribute to a fun and inspiring work environmentWork Schedule: 8-7p EST Saturday-Tuesday upon 90 days in role; Flexibility available for the ideal candidatesSkillsProactive, quick-thinking, problem solver with a talent for connecting with peopleAuthentic, detail oriented, eager to grow, and customer focusedAbility to think on your feet and enjoy challengesThrive in a fast-paced environment and adapt to changeGo above and beyond because you want toConsider yourself a ‘people-person' who loves helping and connecting with peopleBelieve the details are important and actively listen for themAuthentic, accountable, and persistentHumble enough to ask questions and have a drive towards learning new thingsSense of humor and a good attitude while maintaining a good work ethicEnjoy engaging in financial conversations through various methods of communication; verbal and writtenBuild strong and lasting relationships with customers, supporting them through white-glove service as measured by CSATDemonstrate unique problem-solving abilities and provide solutions that exceed customer expectationsContribute to implementing processes, tools, and systems to improve customer success deliveryIdentify opportunities to improve established business metrics to drive efficiencies and improve the customer experienceDevelop a deep understanding of the business and participate in formulating service and sales strategyChampion the customer view and look for ways to improve the customer experienceTake ownership of customer inquiries and provide updates to the customerTake inbound calls and digital requests from investors and respond accordinglyAnticipate additional questions/needs based upon previous interactionsContribute to a fun and inspiring work environmentWork Schedule: 8-7p EST Saturday-Tuesday upon 90 days in role; Flexibility available for ideal candidatesRecent College graduate BA/BS degree 0-1 years experience or 3+ years recent experience in a similar role (preferably in Financial Customer Service)Experience with CRM systems (i.e. Hubspot, Intercom & AirCall)Experience in real estate and/or financeBilingual (English / Spanish)Company OverviewGroundfloor is an award-winning fintech company transforming how individuals invest in real estate. It was founded in 2013, and is headquartered in Atlanta, Georgia, USA, with a workforce of 51-200 employees. Its website is https://groundfloor.com/.