Customer Service Specialist

We are seeking a Customer Service Specialist to help us continue to provide outstanding support to our customers. You’ll focus on email-based interactions and internal support tickets helping to ensure smooth account operations, customer verification, and regulatory compliance. This role involves repetitive tasks that require high accuracy, a strong sense of responsibility, and excellent written communication skills. It’s ideal for someone who thrives in structured environments and values process consistency.

This role will report to the Customer Service Manager.

Who you are:

• Strong organizational, problem solving and time-management skills.
• Responsible and able to self-manage
• Adaptable and accountable
• High attention to detail and accuracy
• Able to quickly learn about Greenlight’s products, services and policies

What you will be doing:

• Review and process customer support tickets related to account issues, payments, and disputes
• Conduct account reviews, identity verification, and documentation checks
• Escalate complex or fraud related cases
• Log and update case details accurately in internal systems
• Investigate issues using internal tools and policy guideline
• Meet performance metrics like response time, resolution rate, and quality standards
• Provide feedback to improve processes and tools
• Effectively utilize software and internal tools to navigate customer accounts and solve issues
• Continuously engage in training and other learning opportunities to expand knowledge of the company, product and role
• Adhere to all company policies and procedures

What you should bring:

• High School Diploma or equivalent
• Strong verbal and written English
• Ability to work independently and stay focused during repetitive tasks
• Exceptional customer service, active listening, and problem solving skills
• Ability to multi-task across systems and maintain composure under pressure
• Proficiency with software, ideally CRM software, and strong typing skills
• Experience in customer service and financial services is preferred

Shift:

• 6:30 pm - 3:30 am local time (IST)
• This position will require overnights and weekends. The schedule may vary depending on business needs.
• Greenlight is telecommuter friendly and does not require an in-office presence throughout the week.