Customer Support Specialist

Fabric; New York (NY); Hybrid; USD 60,000 - 78,000; Full time

Job summary

Fabric is seeking a Customer Support Specialist in New York to assist customers across our financial services and mobile-app experiences, with a focus on custodial investment accounts. You will handle live chat and email inquiries, triage issues, and collaborate with Product, Engineering, and Operations to improve workflows.

Ideal candidates have 2–3 years in digital customer support, strong written and verbal communication, and the ability to work remotely while delivering calm, empathetic

Qualifications

• 2-3 years of customer support experience in a digital environment, preferably via live chat and email.
• Strong written and verbal communication skills.
• Experience investigating customer issues requiring follow-up across teams.
• Attention to detail and ability to manage both conversations and recurring tasks.
• Remain calm, clear, and empathetic during challenging interactions.
• Comfort with ambiguity and learning new products/systems.
• Ability to work independently in a remote setting and collaborate across teams.
• Curiosity about financial products and customer experience.

Responsibilities

• Support customers through live chat and email, with limited phone support as needed.
• Assist customers with account access, servicing, identity verification, transactions, and product questions.
• Communicate clearly and empathetically, especially when issues are complex or require investigation.
• Complete recurring operational and account-servicing processes accurately.
• Prioritize work based on impact, urgency, risk, and SLAs.
• Identify recurring friction and help improve macros, docs, workflows, and content.
• Escalate product/technical issues with context and coordinate with Product/Engineering/Ops to resolve.

Skills

Customer support

Live chat

Email support

Written communication

Cross-team collaboration

Attention to detail

Remote work

Education

2-3 years in digital customer support

Tools

Intercom

Job description

Financial Services and Mobile App Chat Support

Customer Support plays a central role in how families experience Fabric by Gerber Life. As we continue building financial products designed to make planning for the future simpler and more accessible, this team helps customers navigate important moments with clarity, confidence, and care.

This Customer Support Specialist will support customers across our financial services and mobile-app experiences, with an initial focus on custodial investment accounts. You’ll work primarily through live chat and email, while partnering closely with Product, Engineering, Operations, and other teams to resolve customer issues, identify recurring friction, and help improve the systems and experiences behind the scenes.

We’re looking for someone who can move quickly without losing the human element — someone who is comfortable working through ambiguity, can turn customer conversations into useful insights, and can collaborate thoughtfully across teams as products and priorities evolve.

• 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, especially when issues are complex, sensitive, or require additional 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.

What you’ll bring to the table:

• 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 that require follow-up or coordination across teams.
• Strong attention to detail and comfort managing both customer conversations and recurring operational work.
• Ability to stay 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 points if you have:

• 1+ years of experience in financial services, fintech, banking, investments, insurance, or another regulated industry.
• Experience with custodial or investment accounts, payments, identity verification, or account servicing.
• Experience using Intercom or a similar customer-support platform.
• Experience improving support documentation, workflows, or operational processes.
• Familiarity with AI-enabled support or productivity tools.

Salary Range: $60,000-$78,000