Job Description

Envision Employment Solutions is currently looking for a Customer Operations Specialist for one of our partners, a leading Digital Bank!

THE ROLE

You're the first voice a customer hears when something isn't working, whether it comes in through chat, email, or a call. Most of the time, you're the one who solves it, right there, in the first contact. When you can't, what you hand off decides whether the next person solves it fast or has to start over. Eight of you hold this line together, and the standard you keep is the standard customers judge the bank by.

WHAT YOU’LL DO

• Answer chats, emails, and tickets within target SLAs
• Deliver first-contact resolution against the published catalogue of standard requests
• Log all interactions accurately in the support platform
• Maintain professional, empathetic communication with customers
• Contribute to knowledge-base improvements based on observed customer issues

WHAT WE’RE LOOKING FOR

• 1+ years of experience in customer-service or service-desk roles, ideally within fintech
• Excellent verbal and written communication skills
• Familiarity with support platforms such as Intercom, Zendesk, or Jira

YOU’LL THRIVE HERE IF YOU

• You'd rather solve it in the first contact than pass it along and hope someone else does
• You stay patient and precise even on your hundredth similar ticket of the day
• You log every interaction accurately because you know someone else may need that context later
• You notice a pattern in customer issues and want to fix the knowledge base, not just answer around it