Customer Support Specialist

Fabric by Gerber Life

Customer Support Specialist supporting Fabric by Gerber Life customers across financial services and mobile-app experiences. Resolving account, transaction, and identity-verification issues through chat and email while improving support operations.

Posted 8/14/2026full-timeRemote • New York • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 - $78,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities in a digital environment, with a focus on effective communication, problem-solving, and operational efficiency. Possesses a keen understanding of financial products and the ability to collaborate across teams to enhance customer experience.

Highest-signal resume keywords

Customer Support ExperienceStrong Written And Verbal CommunicationAttention To DetailExperience In Financial ServicesExperience With Intercom

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Account ServicingIdentity VerificationTransaction ManagementOperational ProcessesCustomer Issue Investigation

Soft Skills

EmpathyCalmness Under PressureCuriosityCollaboration

Tools & Technologies

IntercomCustomer-Support Platforms

Industry Keywords

Financial ServicesFintechBankingInvestmentsInsurance

About the role

Key responsibilities & impact

Support customers through live chat and email, with limited phone support as needed.
Help customers navigate account access, servicing, identity verification, transactions, and other product-related questions.
Communicate clearly and empathetically when issues are complex, sensitive, or require investigation.
Complete recurring operational and account-servicing processes accurately and consistently.
Prioritize work based on customer impact, urgency, risk, and service-level expectations.
Identify recurring customer friction and help improve macros, documentation, workflows, and help content.
Escalate product and technical issues with clear context and partner with Product, Engineering, Operations, and other teams to support resolution.

Requirements

What you’ll need

2–3 years of customer support experience in a digital environment, preferably through live chat and email.
Strong written and verbal communication skills.
Experience investigating customer issues requiring follow-up or cross-team coordination.
Strong attention to detail and comfort managing customer conversations and recurring operational work.
Ability to remain calm, clear, and empathetic during challenging customer interactions.
Comfort working through ambiguity and learning new products, systems, and processes.
Ability to work independently in a remote environment and collaborate effectively across teams.
Curiosity about financial products, mobile applications, and customer experience.
Bonus: 1+ years of experience in financial services, fintech, banking, investments, insurance, or another regulated industry.
Bonus: Experience with custodial or investment accounts, payments, identity verification, or account servicing.
Bonus: Experience using Intercom or a similar customer-support platform.
Bonus: Experience improving support documentation, workflows, or operational processes.
Bonus: Familiarity with AI-enabled support or productivity tools.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Fabric by Gerber Life Website LinkedIn All Job Openings 11 - 50 employees Founded 2017 💸 Finance 🛡️ Insurance 👥 B2C Finance
Insurance
B2C Fabric by Gerber Life is a comprehensive financial and insurance platform tailored for parents, offering tools to plan and protect their family’s financial future. It provides term life insurance, children’s investment accounts, and free will creation services, aiming to simplify financial planning with resources such as a learning hub and customer support through various channels. Trusted by millions of families, Fabric by Gerber Life is part of the Western & Southern Financial Group, benefitting from a long-standing heritage in financial services. Customer Support Specialist Job not on LinkedIn 🔥 0 minutes ago 🗽 New York – Remote 💵 $60k - $78k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Support customers through live chat and email, with limited phone support as needed.
Help customers navigate account access, servicing, identity verification, transactions, and other product-related questions.
Communicate clearly and empathetically when issues are complex, sensitive, or require investigation.
Complete recurring operational and account-servicing processes accurately and consistently.
Prioritize work based on customer impact, urgency, risk, and service-level expectations.
Identify recurring customer friction and help improve macros, documentation, workflows, and help content.
Escalate product and technical issues with clear context and partner with Product, Engineering, Operations, and other teams to support resolution. 🎯 Requirements
2–3 years of customer support experience in a digital environment, preferably through live chat and email.
Strong written and verbal communication skills.
Experience investigating customer issues requiring follow-up or cross-team coordination.
Strong attention to detail and comfort managing customer conversations and recurring operational work.
Ability to remain calm, clear, and empathetic during challenging customer interactions.
Comfort working through ambiguity and learning new products, systems, and processes.
Ability to work independently in a remote environment and collaborate effectively across teams.
Curiosity about financial products, mobile applications, and customer experience.
Bonus: 1+ years of experience in financial services, fintech, banking, investments, insurance, or another regulated industry.
Bonus: Experience with custodial or investment accounts, payments, identity verification, or account servicing.
Bonus: Experience using Intercom or a similar customer-support platform.
Bonus: Experience improving support documentation, workflows, or operational processes.
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