Note: The job is a remote job and is open to candidates in USA. Autopilot is a next-generation trading app and registered investment adviser that makes professional-style investing accessible to a wide range of investors. The Customer Support Specialist will be responsible for addressing user inquiries, providing product guidance, and ensuring customer satisfaction while collaborating with various teams to enhance the user experience.
Responsibilities
- Responding to user inquiries through email, chat, and phone
- Providing clear guidance on product features, account setup, and troubleshooting issues
- Document and track support tickets
- Escalate technical problems to relevant teams
- Follow up to ensure timely resolution and customer satisfaction
- Collaborating with product and engineering teams to surface user feedback
- Maintaining knowledge base articles and FAQs
- Educating customers on best practices for using the Autopilot app
- Monitoring support metrics
- Identifying patterns in user issues
- Contributing ideas to improve the overall customer experience
Skills
- Strong Customer Support and Customer Satisfaction skills, with experience handling inquiries in a fast-paced environment
- Excellent Interpersonal Skills for communicating clearly, empathetically, and professionally with diverse users
- Ability to provide Technical Support, including basic troubleshooting and guiding users through app workflows
- Solid Analytical Skills for interpreting user feedback, identifying trends, and recommending process improvements
- Comfort working with CRM or ticketing systems and basic productivity tools (e.g., email, chat platforms, Intercom, Salesforce)
- Effective written and verbal communication skills in English
- High attention to detail, reliability in documentation, and willingness to learn Autopilot's products and compliance requirements
- Prior experience in fintech, investing, or financial services support is preferred but not required
Company Overview