Customer Support Specialist

About Sparrow

Sparrow is dedicated to assisting Americans in reclaiming funds held up by government bureaucracy. Having already facilitated the recovery of $22 million for clients, the company is expanding rapidly at 40% growth monthly and scaling its profitable customer acquisition efforts nationwide. Our mission is to reunite Americans with more than $90 billion of lost funds.

Role Overview

As a Customer Support Specialist, you will act as the main contact for customers seeking assistance with both new and ongoing claims. You will deliver clear, precise, and timely support through phone calls, emails, and text communication. Close collaboration with operations and sales teams is essential to address complex problems and guarantee a seamless, high-quality customer experience.

Responsibilities

• Handle customer inquiries via phone, email, and text efficiently.
• Autonomously resolve routine questions and escalate more complicated problems when necessary.
• Maintain detailed and accurate records of interactions and arrange necessary follow-ups.
• Work in partnership with operations and sales departments to address claim-related concerns.
• Analyze patterns in customer questions to identify pain points and process inefficiencies.
• Contribute to enhancing support materials, templates, and internal procedures.
• Deliver customer insights and feedback to product and operations teams to drive improvements.

Desired Qualifications

• Excellent verbal and written communication skills.
• Preferred work location is in-person in NYC, although fully remote candidates across the US will be considered.
• Skillful at simplifying and explaining complex or bureaucratic procedures.
• Bachelor's degree in communications, business, operations, or related field.
• At least one year of prior experience in customer-facing roles such as hospitality or customer service.

Additional Preferred Experience

• Background working in startups.
• Familiarity with customer support platforms such as Hubspot, Zendesk, or equivalents.
• Experience within regulated sectors such as financial services, insurance, or legal services.

Compensation and Benefits

• Annual base salary of $55,000 for remote US employees and $75,000 for those working on-site in NYC.
• Equity stake of 0.1%.
• Comprehensive benefits including health, dental, and vision insurance.
• Additional perks such as office-provided lunches and commuter benefits for in-person employees.