High Volume Business Support Specialist
Core
Own customer enquiries from start to finish, resolving complex issues across multiple channels while driving retention and preventing churn.
Role type
Senior IC customer support specialist (high volume)
Builds
Customer resolution outcomes and retention strategies for a global money transfer platform
Domain
FinTech / Cross-border payments
Required skills
Complex issue diagnosis, Retention mindset, Accountability, Creative problem solving, Written and verbal communication, English fluency, CRM and internal systems proficiency, Root cause analysis
Preferred skills
Change management, High-intensity learning, Empathy, Proactive friction resolution
Responsibilities
Manage dynamic workflows across different channels to meet high-volume demand, Diagnose complex customer issues using creative thinking beyond standard procedures, Intervene with high-touch service to identify and prevent churn, Document unique case resolutions to create scalable learnings for the team, Analyze root causes of recurring contact trends to improve processes, De-escalate friction and turn negative sentiment into positive advocacy
Seniority
Mid-level, hands-on IC