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Salary: USD 60,000 - 78,000 / annual
Fabric Technologies (by Gerber Life) is building financial products to make planning for the future simpler and more accessible. This Customer Support Specialist role is central to how families experience the platform, supporting customers across financial services and mobile-app experiences with an initial focus on custodial investment accounts.
You'll work primarily through live chat and email, handling customer inquiries around account access, identity verification, transactions, and product questions. The role involves supporting customers through complex, sensitive issues while maintaining clarity and empathy. You'll complete recurring operational and account-servicing processes accurately, prioritize work based on customer impact and urgency, and identify patterns in customer friction to help improve macros, documentation, and help content.
Key responsibilities include investigating customer issues that require follow-up or coordination across teams, escalating product and technical issues with clear context to Product, Engineering, and Operations, and collaborating thoughtfully across the organization as products evolve. You'll work in a hybrid environment (NYC-based with remote flexibility) and be expected to move quickly without losing the human element—comfortable working through ambiguity, turning customer conversations into actionable insights, and supporting resolution efforts across teams.
The ideal candidate brings 2–3 years of customer support experience in a digital environment, strong written and verbal communication skills, attention to detail, and the ability to stay calm and empathetic during challenging interactions. Experience in financial services, fintech, banking, investments, or regulated industries is a plus, as is familiarity with custodial accounts, payments, identity verification, support platforms like Intercom, or AI-enabled support tools.
