{"id":1292246,"url":"https://alion.io/job/thread-customer-experience-specialist","title":"Customer Experience Specialist","company":{"id":1996879,"name":"thread","domain":"thread.bank","url":"https://alion.io/company/thread-bank","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nashville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":69000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1280},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-04T13:19:33Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-10-30T13:24:04Z","board_verified":true,"closed_at":null,"days_open":87,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":87},"description":"Description\nWho We Are\nThread Bank is a digital-first financial technology community bank that aims to enhance customer engagement through innovative solutions. Thread Bank offers a modern website, a CRM system, and a mobile app to simplify banking for businesses and individuals. Our embedded banking solution helps business technology platforms provide secure banking experiences. We also partner with other banks, credit unions, and FinTechs to integrate compliant financial solutions. Thread Bank values innovation, collaboration, and flexibility, and offers excellent benefits and a family-friendly culture.\nWhat We Are Looking For\nThread Bank is building a new Customer Support team and is looking for a Customer Experience Specialist with experience in inbound support centers responding to omnichannel account holder inquiries. The ideal candidate thrives in a fast-paced, growth environment while operating within regulatory boundaries, and brings banking industry experience along with strong communication and problem-solving skills. Essential responsibilities include researching, analyzing, and, where appropriate, resolving customer needs within banking guidelines.\nWhat You’ll Do\nIndependently answers inbound messages from customers and non-customers, using sound judgment to respond to phone calls, emails, chats, and other communication channels used by the bank, including inquiries from direct customer deposit and loan clients, embedded clients’ end users, and merchant acquiring clients and merchants. \nWorks closely with the bank’s contact management platforms to update emails, chat cases, and other required information to reflect appropriate status. \nInitiates and follows up on internal tickets to obtain information from subject matter experts, such as Operations, to complete the customer inquiry journey. \nEscalates complex questions or dissatisfied callers to senior team members for guidance. \nCompletes outbound callbacks for items not resolved on first contact, wire callbacks following documented procedures and scripts, and occasional surveys following documented procedures and scripts. \nCreates and maintains knowledge base articles based on common customer questions. \nFollows step-by-step troubleshooting guides to research and resolve customer issues, and escalates when appropriate. \nPerforms additional duties and responsibilities as assigned, according to the needs of the bank. \nCompetencies\nTelephone support: strong telephone and interpersonal skills, problem-solving skills, and the ability to provide excellent service in a fast-paced environment. \nComputer skills: proficient computer navigation skills; contact center platform experience is a plus. \nComposure: ability to handle high-stress situations and escalate problems where appropriate. \nQualifications\nTwo or more years of experience within the financial or banking industry. \nAbility to research, comprehend, and relay important information. \nEffective oral and written communication skills. \nMust be detail oriented. \nAbility to work independently and as part of a team. \nAbility to manage difficult customer interactions effectively. \nAbility to work through problems involving multiple facets and variables in non-standardized situations. \nHigh school diploma required; secondary education degree preferred. \nLocation / Work Arrangement\nNashville, Tennessee - On-site (Corporate Headquarters). This position requires full-time in-office presence. Monday - Friday 8am-5PM CST\nPhysical Requirements and Accommodations\nThe employee must be able to perform the essential functions of this position. If requested, Thread Bank will make reasonable accommodations to enable employees with disabilities to perform the essential functions of their job, absent undue hardship, in accordance with the Americans with Disabilities Act (“ADA”).\nEqual Employment Opportunity\nThread Bank is an Equal Opportunity Employer. Thread Bank does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment decisions are based on qualifications, merit, and business need.\nBy submitting an application, the candidate authorizes Thread Bank to email, call, or text the candidate using the contact details provided. Thread Bank will only make contact for job-related purposes.\nThis job description reflects the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Thread Bank reserves the right to add, remove, or modify duties and responsibilities at any time, with or without notice. This document does not create an employment contract, express or implied, and does not alter the at-will nature of employment with Thread Bank.","description_format":"text","description_chars":4889,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Financial Software & Embedded Finance","Central Banks & Financial Regulators"],"lifecycle":[{"event":"open","at":"2026-09-26T08:10:40Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.294,"p_room":0.28,"age_days":86,"expected_fill_days":24,"reasons":["conf:2","win:tail","crowd:junior"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/thread-customer-experience-specialist","json_url":"https://alion.io/job/thread-customer-experience-specialist.json","meta":{"generated_at":"2026-10-30T19:37:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9136,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1996879},"rest":"https://alion.io/mcp/rest/get_company?id=1996879"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthread-customer-experience-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthread-customer-experience-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthread-customer-experience-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thread-customer-experience-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthread-customer-experience-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1292246}},{"tool":"search_jobs","arguments":{"company":"thread.bank","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1292246},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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