Tier 2 Customer Support Specialist – Remote

Capitolis; Orlando (FL); Remote; USD 32,000 - 44,000; Full time

Job summary

Greenlight is seeking a Customer Support Specialist, Tier 2, to assist customers with issues related to the Greenlight card, mobile app, and hardware. The role reports to the Customer Service Manager and supports more complex inquiries beyond Tier 1.

This position is open to candidates in multiple US locations and allows work-from-home flexibility with required onboarding at the office. You will handle phone and email inquiries, troubleshoot issues, relay feedback to product/engineering, and

Qualifications

• Exceptional customer service, active listening, and verbal and written communication skills.
• Proficiency with software, ideally CRM software, and strong typing skills.
• Experience troubleshooting technical issues and confidently managing complex customer concerns and escalations.
• Willingness to learn and adapt within a fast-paced environment.

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

Active listening

Verbal & written communication

Empathy

Multitasking

Education

High School Diploma or equivalent

Tools

CRM software

Job description

Greenlight is seeking a Customer Support Specialist, Tier 2, to assist customers with issues related to the Greenlight card, mobile app, and hardware. The role reports to the Customer Service Manager and supports more complex inquiries beyond Tier 1.

This position is open to candidates in multiple US locations and allows work-from-home flexibility with required onboarding at the office. You will handle phone and email inquiries, troubleshoot issues, relay feedback to product/engineering, and