Job description

What We Do

Brightwell is a FinTech company offering end-to-end payment solutions through cutting-edge technology and unparalleled support, serving cruise lines such as Carnival Cruise Lines, Norwegian Cruise Lines, Virgin, Princess, Costa, AIDA and more. Our comprehensive suite of payment distribution products helps our clients reduce costs, improve security, streamline cash management, and improve employee retention. Our mission is to deliver financial control to our user base of more than 200K global workers by offering dependable, secure, and flexible banking options. Coupling technological innovation with strategic partnerships, Brightwell offers options when it comes to managing and moving money to family, friends, or bank accounts while on-the-go from around the globe.

Who We Need:

We’re searching for a Customer Support Specialist to join our crew. You will be acting as our primary contact for our cruise, maritime, and domestic payroll cardholders. As a Customer Support Specialist, you will report to the Manager of Support and will work to investigate and resolve all end-user concerns and issues at first contact or quickly determine issues that require escalation. We are a growing and energetic team building toward best-in-class, human-centered, customer service and looking for a likeminded individual to join us.

**This is a HYBRID role. This person will be expected to work in the office 2 days/wk.**

What You’ll Do:

• Take responsibility for the resolution of customer needs via email and phone communication.

• Serve as an escalation point and liaison between cardholders and the Manager of Customer Support for the product, production, and other miscellaneous issues.

• Maintain a list of current issues/enhancements until resolution; participate in as-needed status meetings with clients and stakeholders.

• Monitor the outstanding support issues for the card issuing bank, ensuring timeliness and accuracy.

• Analyze outstanding issues and/or trends to troubleshoot problems and avoid the recurrence of these.

• Inform the Manager of Customer Support of all issues that fit into an already defined escalation template and monitor the progress of each issue through to completion.

• Support day-to-day cardholder maintenance and requests.

• Take on additional tasks and projects, as assigned.

As a Customer Support Specialist, you have:

• Proficiency in Microsoft Office (including PowerPoint and Outlook)

• Ability to navigate the internet

• Excellent analytical and problem-solving skills

• Excellent written and oral communication abilities

• High level of attention to detail

• Outstanding customer service skills

We’ll give you extra credit for:

• Visa and/or MasterCard regulation knowledge

• Banking or financial services experience

• Knowledge of international wire transfers

• Debit, credit, or prepaid card experience

• Experience supporting user-facing software

• Experience working with ZenDesk

What We’re Offering in Return

• Freedom: We trust you to do your thing and do it well.

• Professional Development: We work with you to grow your skills and push you forward.

• Travel: You will get the unique opportunity to travel on ship to meet with crew members around the world.

• Entrepreneurship: We embrace new ideas and people who have the drive to see them through. If you are a doer, look no further!

• Benefits: Medical, dental, vision, disability insurance, 401k, flexible spending accounts, parental leave, paid vacation, and more.

• Random: Snacks, Ping-Pong table, company events (happy hours, CEO lunches, outings to United Games, etc.)

Brightwell is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.

Job Type: Full-time

Pay: $31,089.90 - $66,533.68 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Atlanta, GA 30327: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Atlanta, GA 30327

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