[Hiring] Senior Customer Support Specialist @Somewhere

Role Description

We are recruiting for a high-growth US Fintech company that provides specialized expense management and automated bill-pay solutions. Their platform is a vital tool for nonprofit organizations, religious institutions, and mission-driven businesses to manage their spending with transparency.

As the company’s AI and self-service tools increasingly handle basic, routine questions, our customer service needs have shifted. We aren't looking for a generalist to read from a script—we need a Customer Support Specialist who enjoys talking to people and has the product depth to solve problems when the automation ends. When a client calls, they want a helpful expert who can guide them through their specific financial workflows with empathy and precision.

Key Responsibilities

• High-Touch Phone Support: Manage inbound calls during US East Coast business hours, providing a warm, professional, and helpful experience for every caller.
• Product Expert Resolution: Handle complex customer inquiries that require a deep understanding of the platform, such as troubleshooting card controls, bill pay features, and accounting integrations.
• Relationship Building: Act as the "voice of the company," ensuring that administrators and finance leaders feel supported and heard.
• Collaboration: Work closely with the US-based team to share customer feedback and help improve the automated knowledge base based on the high-level questions you receive.
• Documentation: Maintain accurate records of customer interactions and provide clear, written follow-ups when necessary.

Qualifications

• Customer-First Mindset: A genuine passion for helping people and a professional, friendly phone presence.
• Rapid Learning: The ability to master a complex financial software platform quickly. You should be the person friends go to when they can't figure out how an app works.
• Exceptional Communication: Fluent, professional English (verbal and written) is essential for communicating with US-based executive and finance teams.
• Previous Service Experience: Experience in customer service, hospitality, or a client-facing role is highly valued. Familiarity with SaaS or Fintech is a significant plus.
• Technical Setup: A quiet, professional home office environment and a reliable, high-speed fiber internet connection.

Benefits

• Engaging Work: Move beyond "reset my password" tickets. You will be a true specialist helping organizations manage their missions.
• Integrated Team: Join a US-based company that treats its offshore talent as an essential part of the core team.
• Career Growth: As the company scales, there is significant opportunity for those who take ownership and master the product ecosystem.