Customer Support Representative

About The CompanyYear Up United is a prominent national nonprofit organization dedicated to closing the opportunity divide for young adults. Operating across various regions, the organization focuses on providing underserved youth with the skills, experience, and support necessary to succeed in professional environments. With a mission to promote economic mobility and foster diversity, equity, and inclusion, Year Up United partners with businesses, educational institutions, and community organizations to create pathways to meaningful careers. The organization is committed to empowering young adults through innovative training programs, mentorship, and real-world work experiences, making a lasting impact on communities nationwide.About The RoleWe are seeking a dedicated Entry Level Product Support professional to join our Customer Service & Support team at Year Up United. In this role, you will serve as the first point of contact for both internal teams and external users seeking assistance with our products, platforms, and support tools. Your primary responsibilities will include troubleshooting basic technical issues, responding to customer inquiries via multiple communication channels, and escalating complex cases to senior support staff when necessary. This position offers an excellent opportunity for individuals eager to develop their skills in customer support, technical troubleshooting, and the banking, insurance, and investment sectors. You will collaborate closely with cross-functional teams, contribute to knowledge base resources, and help enhance overall user experience, all while supporting the organization’s mission to promote economic mobility for diverse young adults.QualificationsThe ideal candidate will have a strong desire to learn and grow within a support environment, possess excellent communication skills, and demonstrate a customer-centric mindset. Candidates should have prior experience in customer service or support roles, basic troubleshooting skills, and familiarity with ticketing or CRM systems such as Zendesk or Salesforce Service Cloud. Basic proficiency in spreadsheet tools like Excel is preferred. Strong organizational skills, problem-solving abilities, and attention to detail are essential. Additionally, candidates should have effective written and verbal communication skills, a professional phone and email etiquette, and the ability to work collaboratively within a team. A passion for helping others and a commitment to the organization’s mission are highly valued.ResponsibilitiesServe as a first-line contact for internal and external users seeking assistance with Year Up's products, platforms, and support toolsRespond to support requests via phone, email, and chat, providing accurate, timely, and professional assistanceTroubleshoot basic technical and account-related issues, escalating complex cases to senior staff as neededDocument issues, resolutions, and trends in a ticketing or CRM system to support continuous improvementCollaborate with program managers and cross-functional teams to resolve recurring problems and improve user experienceContribute to creating and updating FAQs, user guides, and knowledge base articles to empower self-service supportMaintain a strong customer-service mindset, communicating with empathy and clarity to diverse usersParticipate in ongoing training to build product knowledge, customer service skills, and familiarity with banking, insurance, and investment-related workflowsBenefitsYear Up United offers a comprehensive benefits package aimed at supporting the well-being and professional development of our employees. Benefits include competitive salary packages, health insurance coverage, dental and vision plans, and paid time off. We also provide opportunities for career advancement, ongoing training, and development programs to enhance your skills and knowledge. Our organization values work-life balance and fosters a collaborative, inclusive work environment where employees are encouraged to grow and succeed. Additionally, employees gain meaningful experience working within a mission-driven organization dedicated to making a positive impact on society.Equal OpportunityYear Up United is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse workforce enhances our ability to serve our communities effectively and innovate continuously. All qualified applicants will receive consideration for employment without regard to any protected characteristic. We encourage individuals from all backgrounds to apply and join our mission to promote economic mobility for all.