Note: The job is a remote job and is open to candidates in USA. Fabric by Gerber Life provides financial products designed to make planning for the future simpler and more accessible for families. The Customer Support Specialist will assist customers with financial services and mobile-app experiences, primarily through live chat and email, while resolving account and product issues. The role will also identify recurring customer friction and collaborate with Product, Engineering, Operations, and other teams to improve support processes and customer experiences.
Responsibilities
- Support customers through live chat and email, with limited phone support as needed
- Help customers navigate account access, servicing, identity verification, transactions, and other product-related questions
- Communicate clearly and empathetically, especially when issues are complex, sensitive, or require additional investigation
- Complete recurring operational and account-servicing processes accurately and consistently
- Prioritize work based on customer impact, urgency, risk, and service-level expectations
- Identify recurring customer friction and help improve macros, documentation, workflows, and help content
- Escalate product and technical issues with clear context and partner with Product, Engineering, Operations, and other teams to support resolution
Skills
- Strong written and verbal communication skills
- Experience investigating customer issues that require follow-up or coordination across teams
- Strong attention to detail and comfort managing both customer conversations and recurring operational work
- Ability to stay calm, clear, and empathetic during challenging customer interactions
- Comfort working through ambiguity and learning new products, systems, and processes
- Ability to work independently in a remote environment and collaborate effectively across teams
- Curiosity about financial products, mobile applications, and customer experience
- 2–3 years of customer support experience in a digital environment, preferably through live chat and email
- 1+ years of experience in financial services, fintech, banking, investments, insurance, or another regulated industry
- Experience with custodial or investment accounts, payments, identity verification, or account servicing
- Experience using Intercom or a similar customer-support platform
- Experience improving support documentation, workflows, or operational processes
- Familiarity with AI-enabled support or productivity tools
Company Overview