Customer-Support Specialist - Chat & Email

Etech Global Services; Dallas (TX); On-site; USD 28,000 - 36,000; Full time

Job summary

Etech Global Services, Dallas, TX, seeks a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service via chat and email. You’ll resolve inquiries end-to-end, maintain professionalism under pressure, and contribute to knowledge bases and process improvements.

You will collaborate with Operations, Product, and Engineering to streamline workflows and enhance the customer experience while adopting new tools and maintaining meticulous attention to detail.

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.

Responsibilities

• 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.
• 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.
• 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.

Skills

Written communication

Verbal communication

Customer focus

Time management

Attention to detail

Education

High school diploma or GED

Bachelor's degree preferred

Job description

Job Title: Customer Support Specialist, Chat and Email (Level 2)

Pay: $23.00/hour

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.