Product Support

• Serve as a first-line contact for internal and external users seeking assistance with Year Up’s products, platforms, and support tools
• Respond to support requests via phone, email, and chat, providing accurate, timely, and professional assistance
• Troubleshoot basic technical and account-related issues, escalating complex cases to senior staff as needed
• Document issues, resolutions, and trends in a ticketing or CRM system to support continuous improvement
• Collaborate with program managers and cross-functional teams to resolve recurring problems and improve user experience
• Contribute to creating and updating FAQs, user guides, and knowledge base articles to empower self-service support
• Maintain a strong customer-service mindset, communicating with empathy and clarity to diverse users
• Participate in ongoing training to build product knowledge, customer service skills, and familiarity with banking, insurance, and investment-related workflows

Year Up United, a national nonprofit in the Banking, Insurance & Investment industry, seeks an Entry Level Product Support professional for our Customer Service & Support team. In this role, you’ll troubleshoot basic product issues, respond to customer inquiries, and escalate complex cases. You’ll collaborate with cross-functional teams, document support interactions, and help improve user experiences. Ideal candidates are detail-oriented, strong communicators, eager to learn, and committed to our mission of advancing economic mobility for diverse young adults., * Customer service and support

• Basic troubleshooting
• Written and verbal communication
• Ticketing/CRM systems (e.g., Zendesk, Salesforce Service Cloud)
• Data entry and documentation
• Time management and organization
• Basic Excel or spreadsheet skills
• Problem-solving and analytical thinking
• Phone and email etiquette
• Collaboration and teamwork