Customer Service Tier 1 Chat Representative (Onsite)

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands. VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines and one of China's few US-based customer-care organizations. It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. We are looking for a customer-focused Senior Customer Support Chat Specialist (Level 1) who is passionate about delivering exceptional service and creating positive customer experiences. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of customer outcomes, and is committed to continuously improving the support experience. This role is 100% onsite at our Morrow, GA location. As a Senior Customer Support Specialist, you'll serve as a trusted resource for customers by resolving inquiries with empathy, accuracy, and professionalism. You'll be expected to make sound decisions, communicate clearly, and maintain a high level of quality while managing multiple priorities through e-mail/chat channels. What You'll Do As a Senior Customer Support Specialist, you'll be on the front lines supporting customers while helping improve the way we serve them every day. Provide Exceptional Customer Support Assist customers through e-mail and chat with professionalism, empathy, and urgency. Resolve customer inquiries from start to finish while ensuring every interaction leaves a positive impression. Respond quickly during high-priority situations and help customers navigate issues with confidence. Make Every Interaction Count Look beyond resolving today's issue by identifying recurring trends and recommending long-term improvements. Share customer feedback and insights that can improve products, services, and the overall customer journey. Help create a smoother experience by contributing to knowledge articles, support documentation, and self-service resources. Improve Processes and Technology Work with customer support tools, reporting dashboards, and AI-assisted technology to improve efficiency and service quality. Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation. Participate in testing and implementing new tools and processes that improve both the customer and employee experience. Collaborate Across Teams Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes. Clearly communicate customer issues, reproduce reported problems, and provide detailed feedback to internal teams. Serve as the voice of the customer by ensuring customer needs and feedback are shared with decision-makers. Drive Continuous Improvement Take ownership of your work and actively look for ways to make the customer experience better every day. Embrace change, adapt quickly, and contribute ideas that improve team performance and customer satisfaction. Support a culture of innovation, collaboration, and continuous learning. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Required Qualifications Meets current tenure and performance eligibility requirements for internal transfer, as outlined in the Internal Mobility Policy. Exceptional written and verbal communication skills with the ability to explain complex concepts clearly and professionally. A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges. Strong attention to detail and the ability to identify issues others may overlook, even under time-sensitive conditions. High resilience with the ability to manage large case volumes and difficult customer interactions professionally. Ability to successfully complete required certifications for each support queue before handling live customer cases. Preferred Qualifications Experience making independent decisions in live or same-day customer support environments without requiring prior review. Previous experience working in fintech, cryptocurrency, brokerage, or other financial services industries. Experience supporting fraud prevention, risk management, or compliance operations. Experience creating, maintaining, or improving internal documentation and knowledge base articles. Experience supporting escalated customer issues or working in environments utilizing chatbot or automation-assisted support. Experience managing multiple concurrent chat conversations  What We're Looking For The ideal candidate is: Customer first and passionate about creating positive experiences. An excellent communicator with strong written and verbal skills. Calm under pressure and able to prioritize effectively in high-volume environments. Detail-oriented and highly organized. Self-motivated, adaptable, and resilient. Comfortable learning new tools, systems, and processes quickly. Committed to continuous improvement and delivering exceptional service every day. KNOWLEDGE, SKILLS, AND ABILITIES   Proficient in computer programs including Word, Excel, Power Point, and Outlook;  Adherence to company policies and procedures as outlined in Employee Handbook Ability to communicate effectively in verbal and written form;  Conflict resolution Proactive approach to workflow Organizational skills and ability to prioritize tasks Develop and maintain effective working relationships with peers and across departments;  Clearly explain processes and policies; Perform detailed tasks with accuracy;