Job description

At Forge, we know our team is our greatest asset. As technology innovators in the private market, our vision is to deliver a richer future for everyone. We live that vision through our values of being bold, accountable, and humble. We experience the value that our vision brings to the world every day, helping the teams behind the greatest innovations of our generation, from space travel to artificial intelligence, and more. With liquidity solutions, exclusive data and insights, a custody offering, and a vibrant marketplace, Forge’s goal is to build the best-in-class technology infrastructure to power a global private market that is transparent, accessible, and seamless for companies, their employees, and investors. Through Forge, employees can sell their private shares, employers can reward shareholders with pre-IPO liquidity and individual and institutional investors can participate in private unicorn growth. Forge's differentiated global marketplace addresses rising demand among individual and institutional investors for exposure to private company stocks and is building a growing network effect. Our ability to offer these powerful financial solutions has generated incredible interest from investors, demand from customers, and a need to grow our team to meet the needs of more companies, teams, and innovators in this way. Customer Success Specialist at Forge Trust: Are you passionate about helping customers achieve understanding for managing their self-directed retirement account? Do you want to work for a company that offers innovative options, exceptional service, and unparalleled expertise in self-directed retirement accounts? Do you enjoy working from home, having weekends and bank holidays off, and getting paid well for your skills and experience? If you answered yes to these questions, then you might be the perfect fit for our Customer Success Specialist role at Forge Trust! Forge Trust is a leading provider of self-directed retirement accounts that empower investors to diversify their portfolios with alternative assets. Our mission is to help our clients achieve their financial goals by offering them innovative options, exceptional service, and unparalleled expertise. What you'll do: As a Customer Success Specialist, you will be the first point of contact for our clients and the voice of our customer in every interaction. You will: Use chats, phone calls, and emails to listen, teach, problem solve and provide proactive recommendations to our clients. Build trust and rapport with customers, educate them on the features and benefits of our products and services, and provide potential solutions to complex situations. Guide them through each inquiry from start to finish. Collaborate with other teams to ensure customer satisfaction and retention. What you'll need: To succeed in this role, you will need: A high school diploma or equivalent and 2 years of customer service experience. Proven customer support experience or experience as a Customer Success Professional. Strong verbal and written communication skills as well as excellent phone etiquette. Familiarity with Microsoft Office. Customer orientation and ability to adapt/respond to different types of clients. Ability to multi-task, prioritize, and manage time effectively. Strong organizational and time management skills. Ability to solve complex problems from start to finish. Independent thinking skills while working with customers and team members. A bachelor's degree or equivalent experience in related fields is preferred but not required. Why work for Forge Trust? At Forge Trust, we value our employees as much as our customers. We offer: Remote Work Environment: You can work from the comfort of your own home if you have a reliable internet connection and a quiet, secure environment. Career growth: You will have opportunities to learn new skills, take on new challenges, and advance your career within the company. Competitive compensation: You will receive an hourly wage that reflects your skills and experience and is above the industry average. Benefits package: You will enjoy health insurance, retirement plan, paid time off, employee discounts, and more. Fun culture: You will work with a team of passionate, friendly, and supportive colleagues who share your values and vision. About this position: This position is based out of Sioux Falls, SD and is fully remote anywhere in South Dakota. Monday – Friday, Hours 10:30 am to 7:00 pm CST Full Benefits include Medical, Dental, Vision, Life, Disability and 401(k) plan. $20 hr. + based on experience. Internet stipend available. Physical requirements: operate a computer for 8 hours per day; give and receive detailed information through verbal and written communication Upon offer, we conduct background checks that include employment and education verification, state, and county criminal history searches as well as fingerprint and drug test. Forge is proud to be an equal opportunity employer committed to supporting a diverse and inclusive workplace. Our employment decisions are made without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, veteran status, or any other characteristic protected by federal, state, or local laws.

Requirements

Must-haves

Forge's differentiated global marketplace addresses rising demand among individual and institutional investors for exposure to private company stocks and is building a growing network effect.
Are you passionate about helping customers achieve understanding for managing their self-directed retirement account?
Do you want to work for a company that offers innovative options, exceptional service, and unparalleled expertise in self-directed retirement accounts?
Do you enjoy working from home, having weekends and bank holidays off, and getting paid well for your skills and experience?
If you answered yes to these questions, then you might be the perfect fit for our Customer Success Specialist role at Forge Trust!
As a Customer Success Specialist, you will be the first point of contact for our clients and the voice of our customer in every interaction. You will:
Use chats, phone calls, and emails to listen, teach, problem solve and provide proactive recommendations to our clients.
Build trust and rapport with customers, educate them on the features and benefits of our products and services, and provide potential solutions to complex situations.
Guide them through each inquiry from start to finish.
Collaborate with other teams to ensure customer satisfaction and retention.
To succeed in this role, you will need:
A high school diploma or equivalent and 2 years of customer service experience.
Proven customer support experience or experience as a Customer Success Professional.
Strong verbal and written communication skills as well as excellent phone etiquette.
Familiarity with Microsoft Office.
Customer orientation and ability to adapt/respond to different types of clients.
Ability to multi-task, prioritize, and manage time effectively.
Strong organizational and time management skills.
Ability to solve complex problems from start to finish.
Independent thinking skills while working with customers and team members.
Why work for Forge Trust?
At Forge Trust, we value our employees as much as our customers. We offer:
Career growth: You will have opportunities to learn new skills, take on new challenges, and advance your career within the company.

Nice-to-haves

A bachelor's degree or equivalent experience in related fields is preferred but not required.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Health Insurance

Dental

Vision

401(K)

Paid Time Off