Remote Tier 2 Customer Support Specialist

Greenlight Financial Technology; Jacksonville (FL); Remote; USD 26,000 - 37,000; Full time

Job summary

Greenlight Financial Technology is seeking a Customer Support Specialist, Tier 2 to help customers with questions about the Greenlight card, app, and hardware. You will handle phone and email inquiries and resolve more complex issues that require deeper investigation.

Reporting to the Customer Service Manager, this role emphasizes empathy, active listening, and problem-solving while maintaining throughput and high customer satisfaction.

Qualifications

• Exceptional customer service, active listening, and verbal and written communication skills.
• Experience troubleshooting technical issues and confidently managing complex customer concerns and escalations.

Responsibilities

• Provide support over the phone and email to address customer questions or problems regarding use of the Greenlight card or registration.
• Actively listen to customers to confirm and clarify information and defuse potential escalations.
• Build strong relationships with Greenlight colleagues and effectively relay product feedback to the product and engineering teams.
• Focus on efficiency and speed while ensuring that customer satisfaction remains the top priority.
• Effectively utilize software and internal tools to navigate customer accounts and solve issues.
• Continuously engage in training and other learning opportunities to expand knowledge of the company, product and role.
• Adhere to all company policies and procedures.

Skills

Customer service

Active listening

Verbal communication

Written communication

CRM software

Troubleshooting

Escalation management

Multitasking

Education

High School Diploma or equivalent

Tools

CRM software

Job description

Greenlight Financial Technology is seeking a Customer Support Specialist, Tier 2 to help customers with questions about the Greenlight card, app, and hardware. You will handle phone and email inquiries and resolve more complex issues that require deeper investigation.

Reporting to the Customer Service Manager, this role emphasizes empathy, active listening, and problem-solving while maintaining throughput and high customer satisfaction.