FinTech Customer Support Specialist — Remote & Impactful

Talentify; New York (NY); Remote; USD 60,000 - 78,000; Full time

Job summary

Talentify is seeking a Customer Support Specialist to assist families using Fabric by Gerber Life, with an initial focus on custodial investment accounts. You’ll handle live chat and email support while partnering with Product, Engineering, Operations, and others to resolve issues and improve systems.

We value quick, human-centered interactions, comfort with ambiguity, and the ability to turn conversations into actionable insights that shape product priorities over time.

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 or cross-team coordination.
• Ability to stay calm, clear and empathetic during challenging interactions.

Responsibilities

• Support customers through live chat and email, with limited phone support as needed.
• Assist customers with account access, identity verification, transactions, and product questions.
• Communicate clearly and empathetically, especially for complex issues.
• Complete recurring operational and account-servicing tasks accurately and promptly.
• Escalate product and technical issues with context and collaborate to resolve them.

Skills

Customer support

Live chat

Email support

Documentation

Cross-team collaboration

Tools

Intercom

Job description

Talentify is seeking a Customer Support Specialist to assist families using Fabric by Gerber Life, with an initial focus on custodial investment accounts. You’ll handle live chat and email support while partnering with Product, Engineering, Operations, and others to resolve issues and improve systems.

We value quick, human-centered interactions, comfort with ambiguity, and the ability to turn conversations into actionable insights that shape product priorities over time.