Customer Support Specialist Level 1

Financial Software Solutions, LLC; Houston (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k) matching

Competitive salary

Health insurance

Paid time off

Training & development

Job summary

A fast-growing SaaS fintech company is seeking a Customer Support Specialist – Level 1 in Houston, Texas. This customer-facing role emphasizes exceptional service through phone and digital support channels, focusing on issue intake and basic troubleshooting. Ideal candidates will have 1-2 years of customer support experience, strong communication skills, and a professional mindset. The position offers competitive benefits including health and dental insurance, 401(k) matching, and a supportive team environment.

Qualifications

• 1-2 years of experience in SaaS customer support or help desk.
• Excellent phone presence and active listening skills.
• Comfortable using remote tools.

Responsibilities

• Serve as the first point of contact for customers via phone, email, and chat.
• Assist customers with platform questions and basic troubleshooting.
• Deliver remote customer training sessions and webinars as needed.

Skills

Customer support experience

Verbal communication

Problem-solving

Documentation abilities

Remote tools (Zoom, Teams)

Education

Associate degree or equivalent experience

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Financial Software Solutions, LLC (FSS) is a fast-growing SaaS fintech company delivering innovative financial software to legal and trustee professionals. We are seeking a Customer Support Specialist – Level 1 who is passionate about delivering exceptional customer experiences through phone and digital support channels.

This is a customer-facing, non-technical role focused on issue intake, basic troubleshooting, customer education, and relationship building—not software development or coding.

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

What You’ll Do

• Serve as the first point of contact for customers via phone (50%+ of the day), email, and chat
• Assist customers with platform questions, basic troubleshooting, and usage guidance
• Accurately document customer issues and requests in our internal issue-tracking system
• Set clear expectations around resolution timelines and provide proactive follow-up
• Deliver remote customer training sessions and webinars as needed
• Escalate complex issues appropriately and collaborate with internal teams
• Build strong customer relationships that support a zero-attrition mindset

What We’re Looking For

• 1–2 years of experience in SaaS customer support, help desk, or customer success
• Excellent phone presence, verbal communication, and active listening skills
• Strong problem-solving, critical thinking, and documentation abilities
• Comfortable using Microsoft Office and remote tools (Zoom, Teams, etc.)
• Associate degree or equivalent experience required; Bachelor’s degree preferred
• Professional, dependable, and customer-focused mindset
• Experience with database scripting is a plus (not required)

What Success Looks Like

• Execution: Accurate, timely, and high-quality customer support
• Teamwork: Strong collaboration with peers and internal partners
• Integrity: Trust-building through professionalism and accountability

Benefits & Perks (Full-Time Employees)

• Health and dental insurance
• 401(k) with up to 4% company match after one year
• Supportive, collaborative, close-knit team environment