Customer Experience Specialist

U.S. work authorization required - No Visa sponsorshipGigaStar’s mission is to fuel human creativity by building the financial engine of the Creator Economy. We are a multinational team of dedicated media, blockchain, and product design professionals with a successful entrepreneurial track record. Inspired by Creators, we are democratizing the Creator Economy to help Creators finance their ambitions, partner with Investors, and do what they love.GigaStar is seeking a proactive and data-driven Customer Experience Specialist with problem-solving skills in Finance / FinTech to join our passionate startup team. GigaStar’s vibrant marketplace empowers Creators with access to funding and provides investors with revenue-sharing assets in the Creator Economy. As a member of the Customer Experience team, you will be the company's frontline representative, operating with empathy and exercising a rich depth of product knowledge to ensure users feel genuinely supported and valued.The right candidate will bring passion, urgency, and follow-through to problem-solving and troubleshooting while showing genuine care for user experiences to result in positive outcomes. You'll efficiently manage multiple customer support requests simultaneously, addressing product functionality questions, and collaborating with various teams to ensure customer satisfaction.SPECIAL ROLE REQUIREMENTSSince this position will interact with personal identifying information (PII) and investor data, upon hire, the individual in this role must undergo and pass a background check, and dually register as an Associated Person of the GigaStar Market funding portal and the GigaStar Securities, LLC broker-dealer. This registration is required by the Financial Industry Regulatory Authority (FINRA) for anyone performing the functions listed below.The candidate must also hold a Series 7 license and a Series 63 license.These requirements are non-negotiable. Candidates who do not meet or agree to these requirements will not qualify for the role.ResponsibilitiesDeliver an exceptional customer experience to GigaStar customers via phone and email Escalate/resolve software inquiries by partnering with internal departments and customers to provide timely and effective resolution to questions and issues.Operate with GDPR and regulatory compliance, data security, and cybersecurity in mindUse metrics and data-driven decision-making to arrive at correct tactical decisions and process improvementAssist in exploring additional support tools, including chatbots, AI, etc.Assist with day-to-day operations for all GigaStar products and services.Identify technical and strategic opportunities for improvement in our quality of work and influence change by identifying root causes and implementing scalable solutionsIdentify potential challenges and blockers for customers and help proactively solve themHelp lead account reviews and surveys to ensure high levels of customer satisfactionDrive continuous product improvement by acting as a liaison between customers and product teams, surfacing stories and data to help improve the product and customer experience Qualifications2+ years of experience in a fast-paced SaaS support role for financial or fintech servicesHave active Series 7/63 Licenses, or have a degree in Finance, Economics, or Accounting, and be willing to obtain the licenses within 3 months of hire.Experience using ticketing software, such as Zendesk, HubSpot for Service, LiveAgent, Intercom, etc.Knowledge of crypto fundamentals, including wallets, transfer of assets, etc.Strong administrative and compliance acumen, strategic thinking, and operational rigorAbility to work cross-functionally with various teamsTrack record of multitasking customer needs and prioritizing efficientlyHighly motivated, personable self-starter with entrepreneurial drive and exceptional attention to detail.Be able to adapt and exercise regulatory-compliant responses to solve technical issues as well as explain potentially user-generated errors.Excellent written and verbal English communication skills.High EQ and empathy with a passion for customer success and bottom-line impactTeam player who possesses a desire and ability to work in a fast-paced, goal-oriented early-stage start-up with massive potential!Why Join Our Team?By working remotely as a member of the diverse, global GigaStar team, you will perform at the crossroads of the disruptive Creator Economy and FinTech worlds on a first-of-its-kind technology, collaborating with a passionate team of entrepreneurial experts while enjoying competitive compensation and a flexible PTO policy.Generous stock optionsExcellent benefits package, including Blue Cross Blue Shield Medical/Dental, 100% company-paid life insurance benefits, and ST/LT disability, 401K, and Paid Parental LeaveEmployee Assistance Programs, including access to work/life specialists, life planning consultants, and sessions with a licensed professional counselor through Tava HealthT