Customer Service Specialist, Tier 2

Capitolis; Orlando (FL); Remote; USD 32,000 - 44,000; Full time

Job summary

Greenlight is seeking a Customer Support Specialist, Tier 2, to assist customers with issues related to the Greenlight card, mobile app, and hardware. The role reports to the Customer Service Manager and supports more complex inquiries beyond Tier 1.

This position is open to candidates in multiple US locations and allows work-from-home flexibility with required onboarding at the office. You will handle phone and email inquiries, troubleshoot issues, relay feedback to product/engineering, and

Qualifications

• Exceptional customer service, active listening, and verbal and written communication skills.
• Proficiency with software, ideally CRM software, and strong typing skills.
• Experience troubleshooting technical issues and confidently managing complex customer concerns and escalations.
• Willingness to learn and adapt within a fast-paced environment.

Responsibilities

• Provide support over the phone and email to address customer questions or problems regarding use of the Greenlight card or registration.
• Actively listen to customers to confirm and clarify information and defuse potential escalations.
• Build strong relationships with Greenlight colleagues and effectively relay product feedback to the product and engineering teams.
• Focus on efficiency and speed while ensuring that customer satisfaction remains the top priority.
• 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.

Skills

Active listening

Verbal & written communication

Empathy

Multitasking

Education

High School Diploma or equivalent

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 Support Specialist, Tier 2 to help us continue to provide outstanding support to our customers. You will assist customers over the phone and email with any issues or questions regarding the Greenlight card, mobile application and hardware devices. The successful Customer Support Specialist will be passionate about helping customers and ensuring they are satisfied after every customer support interaction.

This role will report to the Customer Service Manager. Our Tier 1 team handles initial customer interactions, and our Tier 2 team supports customers with more complex issues that need deeper investigation and resolution.

This role is open to candidates located in Atlanta, Georgia; Phoenix or Mesa, Arizona; and Tampa, Orlando, or Jacksonville, Florida.

You day to day:

• Provide support over the phone and email to address customer questions or problems regarding use of the Greenlight card or registration
• Actively listen to customers to confirm and clarify information and defuse potential escalations
• Build strong relationships with Greenlight colleagues and effectively relay product feedback to the product and engineering teams
• Focus on efficiency and speed while ensuring that customer satisfaction remains the top priority
• 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

Who you are:

• Professional, confident, and resourceful
• Someone who can be a creative problem-solver while troubleshooting customer issues
• Patient and kind while addressing customer questions and concerns
• An active listener who can demonstrate genuine empathy to our customers
• Responsible and able to self-manage (work from home)
• Proficiency in multitasking and maintaining accountability for meeting daily productivity goals
• Able to quickly learn about Greenlight’s products, services and policies

What you'll bring to the team:

• High School Diploma or equivalent
• Exceptional customer service, active listening, and verbal and written communication skills
• Proficiency with software, ideally CRM software, and strong typing skills
• Experience troubleshooting technical issues and confidently managing complex customer concerns and escalations
• Not sure this one’s for you? Don’t count yourself out. Show us what you’ve got and we’ll reach out if there’s a great fit.

Training

• During the first week of your employment, you will be expected to come into the office. The exact number of days and dates will depend on your start date and the onboarding schedule.

Our stance on salaries:

Greenlight provides a competitive compensation package with a market-based approach to pay. Greenlight conducts continuous compensation evaluations across departments and geographies to ensure we are keeping our pay current and competitive.

The hourly pay rate for this position is $23.00 per hour.

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? If that sounds like your kind of team, we'd love for you to apply.

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].