Customer Service Specialist, Tier 2

Greenlight is a family technology company on a mission to help families raise financially smart kids and navigate life together. Its suite of products — including the Greenlight app, debit card, Safe Family GPS trackers, and Family Hub — brings together financial tools, safety features, and everyday family management in one connected experience. Designed for busy families who want convenience without compromise, Greenlight continues to innovate alongside the evolving needs of modern life. Today, more than 6.5 million family members trust Greenlight to stay in sync. At Greenlight, we're here to make the day-to-day easier and futures brighter, so families can spend less time managing life, and more time living it. That's why we get out of bed every morning. We are seeking a Customer Support Specialist, Tier 2 to help us continue to provide outstanding support to our customers. You will assist customers over the phone and email with any issues or questions regarding the Greenlight card, mobile application and hardware devices. The successful Customer Support Specialist will be passionate about helping customers and ensuring they are satisfied after every customer support interaction. This role will report to the Customer Service Manager. Our Tier 1 team handles initial customer interactions, and our Tier 2 team supports customers with more complex issues that need deeper investigation and resolution. This role is open to candidates located in Atlanta, Georgia; Phoenix or Mesa, Arizona; and Tampa, Orlando, or Jacksonville, Florida. You day to day: Provide support over the phone and email to address customer questions or problems regarding use of the Greenlight card or registrationActively listen to customers to confirm and clarify information and defuse potential escalationsBuild strong relationships with Greenlight colleagues and effectively relay product feedback to the product and engineering teamsFocus on efficiency and speed while ensuring that customer satisfaction remains the top priorityEffectively utilize software and internal tools to navigate customer accounts and solve issuesContinuously engage in training and other learning opportunities to expand knowledge of the company, product and roleAdhere to all company policies and procedures Who you are: Professional, confident, and resourcefulSomeone who can be a creative problem-solver while troubleshooting customer issuesPatient and kind while addressing customer questions and concernsAn active listener who can demonstrate genuine empathy to our customersResponsible and able to self-manage (work from home)Proficiency in multitasking and maintaining accountability for meeting daily productivity goalsAble to quickly learn about Greenlight’s products, services and policies What you'll bring to the team: High School Diploma or equivalentExceptional customer service, active listening, and verbal and written communication skillsProficiency with software, ideally CRM software, and strong typing skillsExperience troubleshooting technical issues and confidently managing complex customer concerns and escalationsNot sure this one’s for you? Don’t count yourself out. Show us what you’ve got and we’ll reach out if there’s a great fit Training During the first week of your employment, you will be expected to come into the office. The exact number of days and dates will depend on your start date and the onboarding schedule Our stance on salaries: Greenlight provides a competitive compensation package with a market-based approach to pay. Greenlight conducts continuous compensation evaluations across departments and geographies to ensure we are keeping our pay current and competitive. The hourly pay rate for this position is $23.00 per hour. Who we are: It takes a talented team to aim for a mission like ours. We're looking for people who ask "is it bold enough?" People who bring their real selves to the table and push the people around them to do the same. We win by never hesitating to jump in, offer a hand, or share the credit, because we know we're stronger together than apart. And through all of it, the mission stays the thing we measure ourselves against: are we doing right by the families counting on us? If that sounds like your kind of team, we'd love for you to apply. Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law. Greenlight is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reach out to your recruiter directly or email accomodations@greenlight.me. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.