Job Description
Purpose of the role:
The High Volume Support Specialist is the frontline owner of trust and retention for our highest-volume customer segment. Your purpose is to deliver service and expert guidance so strong that our most valuable customers become our most passionate advocates. The customers you support are moving large amounts of money. This can be an anxious time, so emotional intelligence, accountability and clear ownership are critical to delivering effective support.
You will own the customer experience end to end, even when other teams are needed to solve the underlying issue. This means you are responsible for clear communication, regular updates, internal coordination, and making the next step easy for the customer. You will not override regulatory, KYC, Financial Crime, or risk decisions, but you will help customers understand what is happening, reduce unnecessary friction, and escalate issues with the right context.
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