Customer Support Specialist, Chat and Email

Etech is a technology-enabled customer experience organization that provides customer support, engagement, and operational solutions for leading brands. Our operations combine experienced people, strong operational practices, and technology and analytics capabilities to help organizations deliver exceptional customer experiences at scale.

Introduction

Etech Global Services is seeking a Customer Support Specialist to provide exceptional customer service via chat and email, without phone interactions. This role focuses on supporting customers, improving service processes, and collaborating across teams for continuous improvement.

Responsibilities

• Provide Exceptional Customer Support
  • Assist customers through email and chat with professionalism, empathy, and urgency.
  • Resolve customer inquiries from start to finish, ensuring positive interactions.
  • Respond quickly during high-priority situations and help customers navigate issues.
• Make Every Interaction Count
  • Identify recurring trends and recommend long-term improvements.
  • Share customer feedback and insights to improve products, services, and the customer journey.
  • Contribute to knowledge articles, support documentation, and self-service resources.
• Improve Processes and Technology
  • Work with customer support tools, reporting dashboards, and AI-assisted technology.
  • Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation.
  • Participate in testing and implementing new tools and processes.
• Collaborate Across Teams
  • Partner with Operations, Product, Engineering, and other departments to resolve concerns.
  • Communicate customer issues, reproduce problems, and provide detailed feedback to internal teams.
  • Serve as the voice of the customer, ensuring needs and feedback reach decision-makers.
• Drive Continuous Improvement
  • Take ownership of work and actively seek ways to enhance the customer experience.
  • Embrace change, adapt quickly, and contribute ideas to improve team performance and satisfaction.
  • Support a culture of innovation, collaboration, and continuous learning.

Requirements

• 3+ years of experience in Customer Support, Customer Experience, Customer Success, or a similar customer-facing role.
• 1+ years of experience in informal or shadow leadership.
• 1+ years of experience in Trust and Safety.
• Exceptional written and verbal communication skills.
• Genuine passion for delivering outstanding customer experience and ownership of challenges.
• Strong attention to detail and ability to identify issues under time-sensitive conditions.
• High resilience and ability to manage large case volumes and difficult interactions professionally.
• Ability to successfully complete required certifications for each support queue.
• Minimum of a high school diploma or GED required.

Nice to Have

• Experience making independent decisions in live or same-day customer support environments.
• Previous experience in fintech, cryptocurrency, brokerage, or other financial services industries.
• Experience supporting fraud prevention, risk management, or compliance operations.
• Experience creating, maintaining, or improving internal documentation and knowledge base articles.
• Experience supporting escalated customer issues or working with chatbot/automation-assisted support.
• Experience managing multiple concurrent chat conversations.
• Bachelor’s degree preferred.

Benefits

• $5,000 Sign-on Bonus (implied from title).

About Company

Etech is a technology-enabled customer experience organization providing customer support, engagement, and operational solutions for leading brands. They combine experienced people, strong operational practices, and technology/analytics capabilities to deliver exceptional customer experiences at scale.

How to Apply

To apply for this position, please use the "Apply Now" button or visit the company's careers page.