We are recruiting for a local company that has a investment App and is looking for new team members! As a Tier 1 Customer Support Agent, you are the first line of contact for users. This is a direct hire position - $45000 - $50000/annually. There is room for opportunity as well! You’ll handle inbound customer inquiries across email, chat, and in-app messaging using Intercom. Your mission is to deliver fast, clear, and values-aligned support that helps customers confidently use the platform. This is a customer-facing role that requires empathy, strong communication, and attention to detail. You’ll work closely with Customer Support Lead, the compliance officer, and our AI-powered support tools to ensure every user feels heard, respected, and supported. Key Responsibilities - Respond to general customer inquiries including onboarding, account setup, login issues, and FAQs - Use Intercom and AI-powered tools to manage tickets, tag issues, and follow escalation workflows - Resolve most issues within Tier 1’s scope, and escalate when necessary to Tier 2 or Compliance - Maintain a consistent, professional tone aligned with Monorail’s values and brand voice - Educate customers on how to use key features like IRAs, ACATS rollovers, and bank linking - Identify recurring customer issues and propose improvements to processes or content - Meet performance benchmarks for response time, CSAT, and resolution rate Qualifications Required: - 1–2 years experience in customer service or support (preferably in fintech, banking, or SaaS) - Excellent written communication and customer empathy - Familiarity with Intercom, Zendesk, or similar support platforms - Strong technical troubleshooting skills and willingness to learn financial tools - Available Monday–Friday, 8:30 AM – 5:00 PM ET (no weekends) Preferred: - Experience with fintech products (brokerage, investing apps, neobanks, etc.) - Knowledge of ACATS, IRAs, or basic investment terminology - Passion for values-based finance and helping others invest with purpose Key Traits We’re Looking For - Calm under pressure and good judgment in customer-facing situations - Clear communicator with a high attention to tone and detail - Team-first mindset, eager to collaborate and grow - Committed to delivering white-glove service to everyday investors Compensation & Benefits - Competitive salary - Equity opportunity in a growing fintech startup - 401(k) plan with company match - Medical, dental, and vision insurance - Paid time off + holidays - Mission-aligned work with a purpose-driven team Job Type: Full-time Pay: $45,000.00 - $50,000.00 per year Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Shift: Day shift Work Location: In person
Salary: $45,000 - $50,000 a year
Employment Type: Full-time
Qualifications
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