Customer Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $60k - $78k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Fabric by Gerber Life

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

💸 Finance

🛡️ Insurance

👥 B2C

Finance • Insurance • B2C

Fabric by Gerber Life is a comprehensive financial and insurance platform tailored for parents, offering tools to plan and protect their family’s financial future. It provides term life insurance, children’s investment accounts, and free will creation services, aiming to simplify financial planning with resources such as a learning hub and customer support through various channels. Trusted by millions of families, Fabric by Gerber Life is part of the Western & Southern Financial Group, benefitting from a long-standing heritage in financial services.

📋 Description

• Support customers through live chat and email, with limited phone support as needed. • Help customers navigate account access, servicing, identity verification, transactions, and other product-related questions. • Communicate clearly and empathetically when issues are complex, sensitive, or require investigation. • Complete recurring operational and account-servicing processes accurately and consistently. • Prioritize work based on customer impact, urgency, risk, and service-level expectations. • Identify recurring customer friction and help improve macros, documentation, workflows, and help content. • Escalate product and technical issues with clear context and partner with Product, Engineering, Operations, and other teams to support resolution.

🎯 Requirements

• 2–3 years of customer support experience in a digital environment, preferably through live chat and email. • Strong written and verbal communication skills. • Experience investigating customer issues requiring follow-up or cross-team coordination. • Strong attention to detail and comfort managing customer conversations and recurring operational work. • Ability to remain calm, clear, and empathetic during challenging customer interactions. • Comfort working through ambiguity and learning new products, systems, and processes. • Ability to work independently in a remote environment and collaborate effectively across teams. • Curiosity about financial products, mobile applications, and customer experience. • Bonus: 1+ years of experience in financial services, fintech, banking, investments, insurance, or another regulated industry. • Bonus: Experience with custodial or investment accounts, payments, identity verification, or account servicing. • Bonus: Experience using Intercom or a similar customer-support platform. • Bonus: Experience improving support documentation, workflows, or operational processes. • Bonus: Familiarity with AI-enabled support or productivity tools.