Role Description We are looking for a Head of Customer Support to build and lead a high-performance customer experience operation that improves customer satisfaction, reduces refunds and chargebacks, and turns support into a strategic business advantage. - Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog - Lead, coach, and manage remote customer support agents - Build SOPs, QA systems, macros, workflows, and knowledge bases - Improve automation, AI chatbot flows, self-service systems, and support efficiency - Reduce refunds, chargebacks, and repetitive customer complaints - Deliver actionable customer insights and weekly CX reports to leadership - Collaborate with operations, marketing, and product teams to improve customer experience Qualifications - 5+ years of experience in customer support, CX, or customer operations - Experience managing remote support teams - Strong DTC/eCommerce background - Experience with Shopify and support platforms such as Gorgias, Zendesk, or Intercom - Strong understanding of KPIs, SOPs, QA systems, refunds, chargebacks, and shipping-related issues - Excellent written English and strong operational mindset Requirements - Full-time - Competitive Salary in USD - Work From Anywhere

• Provide information about SNAP EBT transactions to customers • Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions • Maintain a thorough understanding of products, services and policies to effectively assist customers • Accurately document customer interactions and transactions across all tools/platforms • Collaborate with other departments to resolve customer issues and escalate complex problems as necessary • Strive to exceed customer satisfaction goals and performance metrics • Continuously seek opportunities to improve the customer experience and streamline processes • Stay updated on product knowledge and industry trends to better assist customers • Ability to work within the defined hours of operation with flexibility needed on weekends and holidays

Title: Customer Support Specialist - Hybrid (Full-time) Location: Iselin, NJ, US Workplace: Full-Time Department: Contact Center Job Description: How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing our customer and employees’ experience. POSITION OVERVIEW: The Customer Support Specialist is responsible to take inbound calls from bank customers and ensure an exceptional customer experience during each call. This role is responsible for engaging clients to interpret needs, troubleshoot and provide solutions to inquiries. Also, this role is responsible for staying abreast of any new and/or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. Works under general supervision. Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame. KEY RESPONSIBILITIES: - Independently responds to customer inquiries regarding the Bank's ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and other banking related services. - Receive inbound calls from clients/ business partners and assist them with banking needs, while providing clear and accurate information about bank products and services - Ask provoking questions to uncover client needs, recommend services and products, directs calls to the appropriate staff for assistance as needed while - Creates and mail customer correspondence regarding account information and account holder documentation. Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request - Meets or exceeds individual service including but not limited to 24-hour follow-up, adherence to schedule, call monitoring scores and unavailable time. - Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank. MINIMUM QUALIFICATIONS: - High school diploma or GED - 0-2 years related experience and/or training or equivalent combination of education and experience - Proficient Critical thinking skills, ability to problem solve, make sounds decisions to produce thorough and accurate work. - Adaptive, Flexible, Resourceful and the ability to cope with the fast-changing environment. - Intermediate proficiency in Microsoft Office suite and alphanumeric data entry - Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation. - Ability to function both as a team member and works well independently. - Ability to work a flexible schedule according to the hours of operation of the contact center. PREFERRED QUALIFICATIONS: - Prior banking experience - Prior call center experience $16.46 - $20.56 Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. This role is incentive eligible based upon company, business, and/or individual goal achievement and performance. Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.

Role Description We are seeking a bilingual Customer Support Specialist fluent in both English and French-Canadian to join a growing customer support team supporting warranty claims, general inquiries, and customer assistance across phone, email, and chat channels. This is a fully remote opportunity for candidates with excellent communication skills, strong customer service experience, and authentic French-Canadian fluency, including familiarity with Quebecois expressions and conversational dialect. The ideal candidate is professional, personable, detail-oriented, and comfortable handling customer interactions across multiple communication channels in a fast-paced environment. - Handle inbound customer support inquiries via phone, email, and live chat - Assist customers with warranty claims and general product or service inquiries - Provide clear, professional, and empathetic customer support in both English and French - Accurately document customer interactions and case updates - Troubleshoot customer concerns and escalate issues when necessary - Maintain strong service quality and response standards - Collaborate with internal teams to ensure smooth customer experiences Technical Requirements (Essential) - Windows 11 PC (Mac not supported) - 12–16 GB RAM - Dual monitors - Webcam - Fibre internet with a wired connection - Backup power solution - Microsoft Teams / Office 365 Applications that do not meet the minimum technical requirements may not move forward in the process. Hiring Process Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment. The process includes: - Resume review - Prescreen questionnaire - One-way video interview - Live interview - Client interview Please note: Only candidates who complete both the prescreen questionnaire and one-way video interview will be considered for progression in the hiring process. Requirements - Native or near-native fluency in English and French-Canadian - Strong preference for candidates with an authentic Quebecois dialect - Previous customer service or customer support experience required - Experience handling phone, email, and chat support preferred - Excellent verbal and written communication skills - Strong listening and problem-solving abilities - Comfortable working independently in a remote environment - Reliable high-speed internet connection and professional remote work setup - Ability to multitask and manage multiple customer interactions efficiently Preferred Qualifications - Experience with warranty claims or product support - Experience working with North American customers - Call center or contact center experience - CRM or ticketing system experience