Customer Support Specialist

VXI Global Solutions; Morrow (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

VXI Global Solutions is seeking a Customer Support Specialist, Chat and Email, who delivers exceptional service and positive experiences. You will handle inquiries via email and chat, resolve issues with empathy, and maintain high quality while managing multiple priorities.

The role emphasizes ownership, continuous improvement, collaboration with Operations, Product, and Engineering, and contributing to knowledge articles.

Qualifications

• 3+ years of experience in Customer Support or related customer-facing role.
• 1+ years of informal or shadow leaders experience.
• 1+ years of experience in Trust and Safety.
• Exceptional written and verbal communication skills.
• Passion for delivering outstanding customer experience and taking ownership.
• Strong attention to detail and ability to identify issues under time pressure.
• High resilience with large case volumes and difficult interactions.
• Able to complete required certifications for each support queue.

Responsibilities

• Assist customers through e-mail and chat with professionalism, empathy, and urgency.
• Resolve inquiries from start to finish ensuring a positive impression.
• Respond quickly in high-priority situations and guide customers confidently.
• Identify recurring trends and suggest long-term improvements.
• Share customer feedback to improve products and services.
• Contribute to knowledge articles and self-service resources.
• Work with tools, dashboards, and AI-assisted technology to improve efficiency.
• Collaborate with Operations, Product, and Engineering to resolve issues.
• Reproduce reported problems and provide detailed feedback to teams.
• Act as the voice of the customer to leadership.

Skills

Customer service

Communication

Empathy

Multitasking

Ownership

Attention to detail

Resilience

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Word

Excel

PowerPoint

Outlook

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

About the Role

We are looking for a customer-focused Customer Support Specialist who is passionate about delivering exceptional service and creating positive customer experiences. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of customer outcomes, and is committed to continuously improving the support experience.

As a Customer Support Specialist, Chat and Email, you'll serve as a trusted resource for customers by resolving inquiries with empathy, accuracy, and professionalism. You'll be expected to make sound decisions, communicate clearly, and maintain a high level of quality while managing multiple priorities through e-mail/chat channels.

This is a middle-tier individual contributor role. Compared to entry level support, you will be trusted with additional workflows and higher complexity cases on a day-to-day basis, drawing on your Trust and Safety experience to exercise sound independent judgment.

What You'll Do

As a Customer Support Specialist, Chat and Email, you'll be on the front lines supporting customers while helping improve the way we serve them every day.

Provide Exceptional Customer Support

• Assist customers through e-mail and chat with professionalism, empathy, and urgency.
• Resolve customer inquiries from start to finish while ensuring every interaction leaves a positive impression.
• Respond quickly during high-priority situations and help customers navigate issues with confidence.

Make Every Interaction Count

• Look beyond resolving today's issue by identifying recurring trends and recommending long-term improvements.
• Share customer feedback and insights that can improve products, services, and the overall customer journey.
• Help create a smoother experience by contributing to knowledge articles, support documentation, and self-service resources.

Improve Processes and Technology

• Work with customer support tools, reporting dashboards, and AI-assisted technology to improve efficiency and service quality.
• Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation.
• Participate in testing and implementing new tools and processes that improve both the customer and employee experience.
• Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes.
• Clearly communicate customer issues, reproduce reported problems, and provide detailed feedback to internal teams.
• Serve as the voice of the customer by ensuring customer needs and feedback are shared with decision-makers.
• Take ownership of your work and actively look for ways to make the customer experience better every day.
• Embrace change, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.
• Support a culture of innovation, collaboration, and continuous learning.

Required Qualifications

• 3+ years of experience in Customer Support, Customer Experience, Customer Success, or another customer-facing role.
• 1+ years of informal or shadow leaders
• 1+ years of experience in Trust and Safety.
• Exceptional written and verbal communication skills with the ability to explain complex concepts clearly and professionally.
• A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges.
• Strong attention to detail and the ability to identify issues others may overlook, even under time-sensitive conditions.
• High resilience with the ability to manage large case volumes and difficult customer interactions professionally.
• Ability to successfully complete required certifications for each support queue before handling live customer cases.

Preferred Qualifications

• Experience making independent decisions in live or same-day customer support environments without requiring prior review.
• Previous experience working in fintech, cryptocurrency, brokerage, or other financial services industries.
• Experience supporting fraud prevention, risk management, or compliance operations.
• Experience creating, maintaining, or improving internal documentation and knowledge base articles.
• Experience supporting escalated customer issues or working in environments utilizing chatbot or automation-assisted support.
• Experience managing multiple concurrent chat conversations

What We're Looking For

The ideal candidate is:

• Customer first and passionate about creating positive experiences.
• An excellent communicator with strong written and verbal skills.
• Calm under pressure and able to prioritize effectively in high-volume environments.
• Detail-oriented and highly organized.
• Self-motivated, adaptable, and resilient.
• Comfortable learning new tools, systems, and processes quickly.
• Committed to continuous improvement and delivering exceptional service every day.

KNOWLEDGE, SKILLS, AND ABILITIES

• Computer programs including Word, Excel, Power Point, and Outlook;
• Company policies and procedures as outlined in Employee Handbook and Leadership Manual.
• Communicate effectively in verbal and written form;
• Take initiative;
• Demonstrate organizational skills and prioritize duties;
• Develop and maintain effective working relationships with peers and across departments;
• Clearly explain processes and policies; Perform detailed tasks with accuracy;
• Learn additional technology applications;
• Successfully interface with clients (internal/external);
• Understand and exhibit customer service orientation.

EDUCATION and/or EXPERIENCE

A minimum of a high school diploma or general education degree (GED) required; bachelor’s degree preferred or at least 3 years related experience and/or training, or equivalent combination of education and experience.

Why You’ll Love Working Here

At VXI, we recognize that great customer experiences start with great people. You’ll be part of a team that values customer connection, empathy, accountability, continuous learning, and personal growth.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!