Customer Service Specialist

Owl Ventures; Bengaluru; Hybrid; INR 344,000 - 620,000; Full time

Benefits offered by this job

Telecommuter friendly

Job summary

Greenlight is seeking a Customer Service Specialist to support customers primarily via email and internal tickets, ensuring smooth account operations, customer verification, and regulatory compliance. The role requires high accuracy, strong written communication, and the ability to thrive in a structured environment.

Reports to the Customer Service Manager. Responsibilities include reviewing tickets, performing identity checks, escalating fraud-related issues, and maintaining case details in

Qualifications

• Strong organizational, problem solving and time-management skills.
• Ability to work independently and stay focused during repetitive tasks.
• Excellent written communication and active listening.
• Experience in customer service and financial services is preferred.

Responsibilities

• Review and process customer support tickets related to account issues, payments, and disputes.
• Conduct account reviews, identity verification, and documentation checks.
• Escalate complex or fraud related cases.
• Log and update case details accurately in internal systems.
• Investigation of issues using internal tools and policy guidelines.
• Meet performance metrics like response time, resolution rate, and quality standards.
• Provide feedback to improve processes and tools.
• Continuously engage in training to expand knowledge of the company and role.

Skills

Organizational skills

Written English

Attention to detail

Self-management

Customer service

Education

High School Diploma

Tools

CRM software

Job description

Greenlight is a family technology company on a mission to help families raise financially smart kids and navigate life together. Its suite of products — including the Greenlight app, debit card, Safe Family GPS trackers, and Family Hub — brings together financial tools, safety features, and everyday family management in one connected experience. Designed for busy families who want convenience without compromise, Greenlight continues to innovate alongside the evolving needs of modern life. Today, more than 6.5 million family members trust Greenlight to stay in sync.

At Greenlight, we’re here to make the day-to-day easier and futures brighter, so families can spend less time managing life, and more time living it. That’s why we get out of bed every morning.

We are seeking a Customer Service Specialist to help us continue to provide outstanding support to our customers. You’ll focus on email-based interactions and internal support tickets helping to ensure smooth account operations, customer verification, and regulatory compliance. This role involves repetitive tasks that require high accuracy, a strong sense of responsibility, and excellent written communication skills. It’s ideal for someone who thrives in structured environments and values process consistency.

This role will report to the Customer Service Manager.

Who you are:

• Strong organizational, problem solving and time-management skills.
• Responsible and able to self-manage
• Adaptable and accountable
• High attention to detail and accuracy
• Able to quickly learn about Greenlight’s products, services and policies

What you will be doing:

• Review and process customer support tickets related to account issues, payments, and disputes
• Conduct account reviews, identity verification, and documentation checks
• Escalate complex or fraud related cases
• Log and update case details accurately in internal systems
• Investigate issues using internal tools and policy guideline
• Meet performance metrics like response time, resolution rate, and quality standards
• Provide feedback to improve processes and tools
• Effectively utilize software and internal tools to navigate customer accounts and solve issues
• Continuously engage in training and other learning opportunities to expand knowledge of the company, product and role
• Adhere to all company policies and procedures

What you should bring:

• High School Diploma or equivalent
• Strong verbal and written English
• Ability to work independently and stay focused during repetitive tasks
• Exceptional customer service, active listening, and problem solving skills
• Ability to multi-task across systems and maintain composure under pressure
• Proficiency with software, ideally CRM software, and strong typing skills
• Experience in customer service and financial services is preferred

Shift:

• 6:30 pm - 3:30 am local time (IST)
• This position will require overnights and weekends. The schedule may vary depending on business needs.
• Greenlight is telecommuter friendly and does not require an in-office presence throughout the week.

Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.

Greenlight is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reach out to your recruiter directly or email [e-mail].

Who we are:

It takes a talented team to aim for a mission like ours. We're looking for people who ask "is it bold enough?" People who bring their real selves to the table and push the people around them to do the same. We win by never hesitating to jump in, offer a hand, or share the credit, because we know we're stronger together than apart. And through all of it, the mission stays the thing we measure ourselves against: are we doing right by the families counting on us?