About Us
Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
As a Customer Support Analyst II, you’ll join a high performing team of passionate support professionals who know their performance is critical to our client achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support.
What you’ll be doing (ie. job duties):
Responsible for providing support for our client's customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.
Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible, ensure all defects are logged appropriately.
Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
Set a high bar for Customer Support Analysts within the organization by setting an example through performance and work ethic.
What we look for in you (i.e. job requirements):
Shifting and weekend work is a requirement.
Minimum of 3-4 years of relevant experience in customer support and/or financial services, crypto, technology.
Minimum of 1-2 years of experience in Level 2/escalation support
Typing/chat competency of at least 45 words per minute, with clear, accurate, and professional written responses
Experience with different channels of support, including voice, messaging, and email
Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Experience at crypto exchanges or in financial services, ideally in payments, trading operations support.
Willing to work from the Manila Office
Nice to haves:
Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
Experience working with and partnering with external business partners.
Skills Required
- Relevant experience in customer support and/or financial services, cryptocurrency, or technology
- Three to four years of relevant experience
- One to two years of Level 2 or escalation support experience
- Typing and chat competency of at least 45 words per minute
- Experience supporting customers through voice, messaging, and email channels
- Strong communication skills for working globally across departments and stakeholders
- Flexible and adaptable in a high-growth, fast-paced organization
- Experience with crypto exchanges or financial services, ideally payments or trading operations support
- Willingness to work from the Manila office
- Availability for shift and weekend work
- Understanding of Google Apps, JIRA, Salesforce Service Cloud, or Amazon Connect
- Experience partnering with external business partners
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
