Fintech Trading Platform Support Specialist

Redblack; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

RedBlack is seeking a Customer Support Specialist to join our team and deliver timely, accurate, empathetic assistance for our trading and rebalancing system. The role emphasizes front-line issue resolution, troubleshooting, and maintaining service-level excellence to ensure high-quality customer outcomes.

You will collaborate with the Customer Success Manager, Operations Manager, and Professional Services to keep workflows smooth, provide proactive updates, and maintain a consistently positive

Qualifications

• Associate or bachelor's degree preferred, or equivalent technical support experience.
• 2-4 years in a customer support or helpdesk environment, ideally within SaaS, fintech, or software services.
• Excellent written and verbal communication skills with a service-oriented mindset.
• Proficiency in support tools such as HubSpot Service Hub, Jira, or Salesforce Service Cloud.
• Basic understanding of financial services, software troubleshooting, data analysis, or financial technology platforms is a plus.

Responsibilities

• Serve as the first point of contact for customer inquiries via email, chat, or phone.
• Diagnose and resolve trading, rebalancing and order management issues quickly and accurately within SLAs.
• Maintain detailed case notes and resolution steps in the support system for transparency and knowledge sharing.
• Escalate complex or technical issues to higher-tier support, product, or engineering teams as appropriate.
• Maintain professional, customer-first communication and adhere to team SLAs.
• Collaborate with Customer Success, Operations, and Professional Services to ensure smooth post-implementation support transitions and consistent experiences.

Skills

Excellent communication

Service-oriented mindset

High-volume caseload management

Empathy

Education

Associate or Bachelor's degree preferred

Tools

HubSpot Service Hub

Jira

Salesforce Service Cloud

Job description

RedBlack is seeking a Customer Support Specialist to join our team and deliver timely, accurate, empathetic assistance for our trading and rebalancing system. The role emphasizes front-line issue resolution, troubleshooting, and maintaining service-level excellence to ensure high-quality customer outcomes.

You will collaborate with the Customer Success Manager, Operations Manager, and Professional Services to keep workflows smooth, provide proactive updates, and maintain a consistently positive