Customer Support Specialist

Client Success · New York City, New York
Department Client Success
Employment Type Full-time
Minimum Experience Entry-level

T-REX is on a mission to empower responsible finance. We are revolutionizing the investment lifecycle of complex assets through increased data transparency, enhanced analytical capability, and streamlined collaboration. Our solutions combine SaaS technology, big data management, and asset class expertise to foster improved investment decision-making across alternative financial markets. T-REX’s managed data service and software platform bridge the gap between asset originators and investors, eliminating manual processes and automating the workflow. T-REX solutions help our clients to mitigate risk, improve efficiency and drive greater performance across their investment process.


Join T-REX as we help unlock liquidity across the financial markets, responsibly and sustainably, with the transformative power of fintech.  We are looking for new team members who share our passion for innovation and our entrepreneurial, collaborative, and results-driven approach.


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CUSTOMER SUPPORT SPECIALIST


T-REX is seeking a Customer Support Specialist to join the Client Success team. The Customer Support Specialist will be responsible for driving superior customer support to clients through operational excellence. The CSS will also be responsible for maximizing customer retention, driving user engagement, and facilitating deep and wide T-REX usage for our clients. The CSS will be up-to-date on T-REX products and services and train users and clients appropriately. In this role, you will quickly accumulate knowledge around the complex financing transactions and vehicles and make a substantial impact to improve the integration, execution and drive greater transparency into the market.


What you’ll do: 


The CSS’s primary goal is to ensure that clients and users receive assistance with the T-REX products or services’ technical, functional, and/or analytical aspects. Functions will include:


  • Provide reactive and proactive Client and User support
    • Manage incoming user support queries
    • Conduct quarterly Client/User proactive outreach
    • Manage all proactive Clients/Users updates, including product development plans, product enhancements, new functional roll-outs, and new asset-class coverage 
    • Identify client growth and expansion opportunities
  • Identify internal and external training needs to develop our employees’ skills 
    • Develop and run client “certification” courses working closely with Account Executives and Implementation Specialists
    • Produce repeatable, scalable, and efficient client training to empower new and existing clients
  • Develop, implement and manage Customer Support systems, processes, and procedures
    • Drive process improvements internally and externally
    • Develop and manage the Customer Support platform implementation
    • Develop and manage all inbound client communication channels 
  • Maintain a deep knowledge of the T-REX domain to collaborate on product QA and engineering improvements and prioritization


What we’re looking for


  • 0-2+ years experience in customer support roles
  • Experience, education, or internship in Structured Finance,  Project Finance, or ABS markets is preferred.
  • Keen interest in helping and mentoring clients and business instincts in identifying potential opportunities
  • Strong written and verbal communication skills with the ability to articulate complex solutions in simple terms
  • A creative thinker can anticipate barriers to entry, paths to success, and connect the dots. 
  • Team player with the ability to work independently, proactively, and drive processes across the team
  • A quick learner who will not be afraid to ask detailed questions 
  • Driven to know our clients, their business, our product and understand how our product fits into the financial ecosystem
  • Experience working with SaaS FinTech Platforms is a plus 


What it’s like working at T-REX: 


You’re going to be challenged: Building an inter-disciplinary SaaS platform that combines deep knowledge from both the financial and technology industries isn’t easy! 


You’re going to make an impact: T-REX offers you the opportunity to have a deep impact on our growth, product, and team.


You’re an asset we’re going to invest in: We believe in investing in our people, so we have generous tuition reimbursement, and wherever we can, we promote from within.


You’re going to have fun: You’ll get to work with a team of diverse people; we’re an international team that loves everything from board games, Pi Day baking competitions, and T-REX Trivia Nights.

     


T-REX - People Hiring People:

At T-REX, we are committed to equal employment opportunities regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression. We are proud of our diversity and strive to reflect the society we are a part of. T-REX is a team of people who love to put in good work and have fun together.

     

Join us on our mission to Empower Responsible Finance and have fun doing it!

Thank You

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  • Location
    New York City, New York
  • Department
    Client Success
  • Employment Type
    Full-time
  • Minimum Experience
    Entry-level