Customer Support Specialist

SUMMARY: Groundfloor is searching for a proactive, quick-thinking, problem solver with a talent for connecting with people. If you’re authentic, detail oriented and eager to grow, and customer focused, we want you on our team! 

Groundfloor is a remote-friendly, hyper-growth, wealthtech company based out of Atlanta. We value vulnerable high-quality/low-ego collaboration. If that sounds good to you, join us!

THIS JOB MIGHT BE FOR YOU IF:

• You’re a problem solver who likes to think on your feet and enjoys a challenge.
• You thrive in a fast-paced environment, can adapt to change and provide insights on ways to improve.
• You go above and beyond because you want to, not because you have to.
• You consider yourself a ‘people-person’, because you love helping and connecting with people.
• You believe the details are important and actively listen for them.
• You are authentic, accountable, and persistent.
• You are humble enough to ask questions and have a drive towards learning new things.
• You have a sense of humor and a good attitude while maintaining a good work ethic.
• You enjoy engaging in financial conversations through various methods of communication; verbal and written.

A DAY IN THE LIFE:

• Build strong and lasting relationships with our customers, supporting them through white-glove service
• Demonstrate your unique problem-solving abilities, provide solutions that exceed customers expectations
• Contribute to implementing processes, tools, and systems to improve customer success delivery (e.g., live chat)
• Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience
• Develop a deep understanding of the business - our key metrics, drivers for growth and participate in formulating our overall service and sales strategy.
• Champion the customer view; always look for ways to improve the customer experience, remove pain points, champion product and service opportunities, increase engagement and retention.
• Take ownership of customer inquiries, partnering with the appropriate team members, and providing updates to the customer along the way for the best possible customer experience.
• Take inbound calls and digital requests from investors and respond accordingly to create a memorable experience by actively seeking out ways to WOW. 
• Anticipate additional questions/needs based upon previous interactions and provide insights to proactively provide support to investors.
• Contribute to a fun and inspiring work environment
• Work Schedule: 8-5p EST (Mon-Fri); Flexibility available for the ideal candidates

YOUR EXPERIENCE + A FEW NICE TO HAVES:

• Recent College graduate BA/BS degree 0-1 years experience or 2+ years recent experience in a similar role ( preferably in Financial Customer Service)
• Excellent written & verbal communication skills.
• Experience with CRM systems (i.e.Hubspot, Intercom & Dialpad) is a bonus.
• Experience in real estate and/or finance.
• Experience working with scorecards and/or KPIs.
• Bilingual (English / Spanish) is a bonus, but not required.
• Keep update date by learning from our own content and other relevant sources (i.e. Groundfloor Blog, Internal Knowledge Base)

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and extensive benefits package including paid time off, medical, dental, and vision benefits, potential equity for strong candidates, and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.

GROUNDFLOOR is an equal opportunity employer and all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

About GROUNDFLOOR

Since its launch in 2013, participants in GROUNDFLOOR’s real estate loans have earned annualized returns averaging 10 to 12 percent in a 6 to 12-month timeframe. No prior real estate knowledge is needed, and the $10 minimum is intentionally a low barrier to entry to give everyone the ability to build wealth in real estate. To date, GROUNDFLOOR remains the only platform offering direct participation in individual real estate investments to all on a broad scale, regardless of income or net worth.

The company is headquartered in Atlanta and has raised more than $30 million in capital from a variety of sources, including venture capital and online public equity offerings. As of its most recent round of financing, the company has over 7,700 public shareholders and is 30 percent customer-owned.