Customer Experience Specialist

About the Company

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned.

Responsibilities

• Engage and support customers via phone and email in an empathetic, professional and proactive manner
• Prioritize the customer experience by building meaningful connections with customers
• Investigate and problem-solve customer issues alongside Engineering, Risk, and Product teams
• Own and improve the public support knowledge base by creating and updating articles
• Track data and learnings from customer interactions to deliver insights for product improvement
• Collaborate with Marketing, Product, and Engineering on customer pilots and new feature launches

Requirements

• 1+ years of experience in customer support or a customer-facing role
• Clear, concise, and personable verbal and written communication skills
• Team-first mentality and ability to share learnings
• Deep empathy for customers and ability to balance resourcefulness with directness
• Strong prioritization and problem-solving skills
• Ability to handle change, conflict management, and uncertainty

Preferred Qualifications

• Experience with customer support tools or ticketing systems like Zendesk
• Prior experience in a tech start-up or fast-paced environment
• Proficiency in Spanish