Fintech Support Specialist - Custodial Accounts

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

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