Customer Support Specialist

Customer Support Specialist

At Austin Capital Bank, we create financial products and services that do good by enhancing our customers' financial well-being. Our commitment to creating meaningful user experiences drives everything we do, and we're rapidly growing while keeping that start-up spirit alive. Austin Capital Bank is one of the fastest-growing companies in the nation, receiving recognition on the Inc. 5000 five years in a row. Austin Business Journal also recognized Austin Capital Bank on its Fast 50 list for the fastest-growing companies in Central Texas. We ranked #8 in companies with over $10 million per year in revenue. We think and act like an entrepreneurially driven start-up BUT one that is profitable—the best of all worlds. Using our bank as a platform, we're growing quickly and expanding into new digital markets and product categories at a rapid pace. With all this opportunity and growth, we need exceptional individuals to join our team and enable our vision.

Why You'll Love Working Here:

• 100% Employer-paid Medical, Dental, & Vision Insurance - Full coverage for employee-only plans, with affordable options to add your family.
• Generous Paid Time Off (PTO) - Start with 16 days per year and grow to 30 days as your tenure increases.
• Paid Holidays - 11+ paid holidays in a year so you can enjoy your time off.
• 401(k) with 4% Employer Match - Build your future with company-matched retirement savings.
• Monthly Chair Massages - Relax and recharge on us.
• Consistent Schedules & Work-Life Balance - No evenings, weekends, or weird hours—just the work-life balance of a normal human.
• Opportunities to Grow - Career development, tuition assistance, and the ability to explore roles across the bank.
• A Team That Feels Like a Team - Supportive coworkers, positive environment, and leadership that actually listens.

Our Core Values: We are nice folks, but unapologetically fierce competitors in the marketplace who work as a team. Every member of our team embodies our core values. We work, hire, fire, and promote by these values.

• Take Initiative – A bias to action
• No Big Egos – Self-confidence with humility
• Honesty – Respectful and direct forthright communication
• Wicked Smart – Intellectually and emotionally self-aware

If you're someone who is always ready to take initiative and isn't afraid to roll up their sleeves, you'll fit right in. We're big on humility here, cherishing honesty, and embracing emotional intelligence and self-awareness. At Austin Capital Bank, we're all about amplifying teamwork and basking in shared victories.

What You'll Do: As a Customer Support Specialist, you'll serve as a trusted resource and advocate for our customers. You have ownership over interactions from start to finish, delivering high-quality, solutions-focused experiences. This role goes beyond traditional support; you will contribute to the ongoing improvement of our customer experience, bringing your insights to the table to help drive better experiences across the customer journey. Day to day, you will:

• Provide high-quality support across all contact channels, delivering clear, accurate, and personable communication in every interaction.
• Develop and maintain a thorough understanding of our products and systems to confidently guide customers and to the best solutions for their needs.
• Exercise sound judgment when handling complex or sensitive situations, escalating appropriately while maintaining accountability for outcomes.
• Maintain a high level of accuracy and discretion when working with customers' financial information.
• Contribute to a strong team environment – Collaborate, share knowledge, and support your peers to raise the overall performance of the group.
• Participate in cross-training and support other departments as needed.
• Consistently meet and exceed high performance standards.

What You'll Bring: We're looking for individuals who take pride in their work, operate with a high level of ownership, and are motivated to deliver exceptional results. To succeed in this role, you'll bring:

• 3 + years' experience in customer support, call centers, financial services, or other fast-paced professional environments. We also welcome candidates from backgrounds such as executive assistance, office management, retail management, hospitality, healthcare administration, education, and operations.
• A high level of personal accountability – you take ownership of your work, follow through, and deliver results.
• Strong problem-solving skills, with the ability to think critically, navigate ambiguity, and resolve complex customer issues.
• Excellent attention to detail and the ability to manage multiple priorities while maintaining accuracy.
• Clear, confident, and professional communication skills, both with customers and internal teams.
• Sound judgment and the ability to handle sensitive situations with discretion and professionalism.
• A proactive, growth-oriented mindset
• Flexibility and adaptability, including a willingness to support other teams and take on responsibilities beyond your core role.

Other Details:

• Success in this role will be measured through a combination of performance metrics and overall contribution to team outcomes.
• This role requires a high level of accountability, professionalism, and engagement
• We value transferable skills and diverse professional experience. Even if your background isn't in a traditional customer support role, we'd love to hear from you if you've built strong communication skills, exercised sound judgment, managed competing priorities, and consistently delivered results for customers, clients, executives, patients, students, or coworkers.