Customer Support Specialist

1 Month ago • All levels

Job Summary

Job Description

The Customer Support Specialist will curate a phenomenal customer experience via multiple channels of support, including live chat. Responsibilities include providing thoughtful and personalized responses to customers, explaining complicated concepts related to financial services, and acting as the voice of the customer within Wave. The role requires empathy, a desire to help, excellent communication skills, technical savviness, resourcefulness, and the ability to collaborate with other teams. The specialist will be connecting with Business Owners over email, live chat, phone and in Wave’s online community. The specialist should be able to provide accurate insight into the world of financial services.

Must have:

Empathy and ability to remain calm in difficult situations.
Sincere desire to help customers succeed and find solutions.
Stellar communication skills and technical savviness.
Resourcefulness in finding information and seeking help.
Ability to collaborate with different teams.

Good to have:

Prior experience in customer service roles can be advantageous.
An eagerness to develop and grow in customer experience and success.

3 skills required

3 skills required for this role

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communication

account-management

talent-acquisition

Job Details

At Wave, we help small businesses to thrive so the heart of our communities beats stronger. We work in an environment buzzing with creative energy and inspiration. No matter where you are or how you get the job done, you have what you need to be successful and connected. The mark of true success at Wave is the ability to be bold, learn quickly and share your knowledge generously.

About The Team:

Our Customer Success team guides, empowers, and propels the success of our brave entrepreneurs as they pursue their dreams. Together we forge emotional connections, inspire confidence, champion their experience, and remind them that they aren't alone. At many companies, customer support is purely about doing damage control when things go wrong; we’re on a mission to transform our customer support experience into something truly special - something that makes entrepreneurs want to choose Wave and something that our customers go out of their way to tell people about. We’re looking for empathetic, hard-working, and solutions-oriented people to join us on our mission!

About The Role:

Reporting to the Customer Support Team Lead you will be responsible for curating a phenomenal customer experience via multiple channels of support, including live chat.

Here's how you will make an impact

Empathy. You can easily put yourself in the shoes of an entrepreneur and have an uncanny ability to remain calm in the face of a storm. When our customers connect with you, they can immediately sense that you understand their needs and care deeply about helping them succeed.
Sincere desire to help. You go above and beyond to make things happen for our customers and act as an inside agent, rather than a gatekeeper. You’re not just happy, you’re genuinely excited to draw upon your own experience and knowledge (combined with that of your team) to problem solve and craft solutions for our customers.
Stellar communication skills and technical savviness. A typical day in the life of a Customer Support Specialist involves connecting with Brave Entrepreneurs over email, live chat, phone and in our online community. The ability to provide our customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services is critical, as is your ability to show you’re a real person rather than a scary robot automation!
Resourcefulness. You know when and where to dig for information, and when to ask for help. We’re an incredibly collaborative team that’s constantly learning from our customers’ experiences and, of course, from each other.
Ability to collaborate. Supporting our customers across the entire Wave platform often requires working with other teams to coordinate a seamless customer experience. Whether it’s your immediate team who can help you get the right answer, or our Account Management and Fraud Prevention teams who must review each customer’s profile, you need to be able to work with all kinds of people and ultimately find a way to make our customers that much more successful.
Sense of humour. A sense of humour paired with resilience will help you tackle every question and make the days fly by.
Connecting with Business Owners over email, live chat, phone and in Wave’s online community. Providing customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services.
Acting as the voice of the customer within Wave is a primary focus.

You'll thrive here if you have:

Prior experience in customer service roles can be advantageous but is not mandatory.
Empathy: The ability to put oneself in the shoes of an entrepreneur and remain
composed during challenging situations is valued.
A sincere desire to help: A commitment to going above and beyond to facilitate customer
needs and functioning as an internal advocate, rather than a gatekeeper, is essential. A
genuine eagerness to leverage personal experience and team knowledge to address
problems and formulate solutions for customers is evident.
Stellar communication skills and technical savviness: Proficiency in communication and
technical aptitude is expected. The capacity to discern when and where to access
information and when to seek assistance is demonstrated.
Collaboration is a key aspect of our team, with a constant exchange of insights from
customer experiences and mutual learning.
Ability to collaborate: possess the ability to work effectively with diverse individuals.
An eagerness to develop and grow in the realm of customer experience and success:
This includes championing new initiatives and potentially progressing into leadership
roles within the team.

At Wave, we value diversity of perspective. Your unique experience enriches our organization. We welcome applicants from all backgrounds. Let’s talk about how you can thrive here!

Wave is committed to providing an inclusive and accessible candidate experience. If you require accommodations during the recruitment process, please let us know by emailing careers@waveapps.com. We will work with you to meet your needs.