421 Customer Support jobs in Charlotte
Customer Support Specialist
Posted 1 day ago
Job Viewed
Job Description
**(Charlotte, NC) (Hybrid)**
**Come create chemistry with us!**
The Dispersions & Resins business of BASF develops, produces, and markets a range of high-quality resins, additives, colorants, and polymer dispersions worldwide. These raw materials are used in formulations for coatings and paints, printing and packaging products, construction coatings, adhesives, nonwovens and composites, and paper manufacturing. With a comprehensive product portfolio and extensive knowledge of the industries we serve, our customers benefit from innovative and sustainable solutions to help them advance their formulations through chemistry.
**As a Customer Support Specialist, you create chemistry by.**
As a member of the Dispersions & Resins Supply Chain Team, you will be responsible for executing the order-to-cash process for the large and diverse group of customers and distributors within our Dispersions & Resins business. As a vital part of the supply chain end-to-end process, the Customer Support Team drives the customer experience, continuous improvement, and cost optimization.
Formula for Success
- Leveraging your Customer Support experience, you will have a primary responsibility for executing Order-to-Cash process along with managing customer inquiries.
- Demonstrating your effective interpersonal skills, you will build rapport with customers, internal functions and external service providers to improve internal and external processes.
- Using your decision-making authority, you will determine how to prioritize responsibilities and balance short- and medium-term objectives while successfully ensuring completion of routine job duties.
- Utilizing the Non-Conformance Management System, you will track and identify opportunities for corrective and preventative actions; performing root cause analysis to determine failures and liaise with the appropriate parties to ensure corrective actions are prioritized for the businesses.
- Supporting the Dispersions & Resins Customer Support team, you will travel to customer sites and BASF plant sites as required.
- Displaying knowledge and understanding of international logistics (export/import) you will be interfacing with BASF Global partners across multiple regions.
**If you.**
Education:
- Must have a HS Diploma or equivalent with at least 6 months to one-year professional experience (Internships included)
- Bachelor's degree preferred with 6 months to one-year experience preferred
Experience:
- Collaborate and interface with business partners and functional teams where the ability to gain cooperation is critical
- Customer facing experience in a corporate setting preferred
Knowledge/Skills:
- Proficient in Microsoft Office
- Proficient in SAP or other relevant Enterprise Resource Planning (ERP) preferred
- Analytical and problem-solving abilities to navigate complex order-to-cash processes and manage competing priorities
- Strong written and verbal communication skills
- Ability to work independently, be a self-starter, and contribute in a collaborative team setting
**Create your own chemistry with **
At BASF, you will have the chance to do meaningful work towards building a more sustainable future. In addition to competitive compensation and benefits, BASF provides you with access to a wide range of elements to help you be your best. It's what we call ** ** . We are committed to providing benefits, programs, and opportunities that support our employees' overall well-being, personal growth, and a safe, collaborative, and inclusive work environment.
Just some of the many benefits we offer include:
+ Flexible work arrangements whenever possible
+ Highly competitive retirement savings plan with company match and investment options
+ Well-being programs that include comprehensive mental health support for you and your household family members
+ Family forming benefits (fertility, adoption and surrogacy reimbursement, maternity/parental leave, and more)
+ Back-up child and elder care with discount programs for families of all ages and stages
+ Mentoring and career development opportunities that allow you to share, learn, and thrive
+ Matching gifts program that allows you to deepen the impact of your contributions to qualified charities.
+ Employee crisis support for when the unexpected happens
+ Access to our BASF wine cellar, employee discounts, and much more!
**About us**
As one of the largest chemical companies in North America we have been finding solutions for your everyday needs and addressing the most complex economic, environmental, and sustainability challenges for more than 150 years!
At BASF we empower our employees with the tools, guidance and opportunities they need to advance and succeed in work and life. Giving you the support you need to be your best and fulfill your personal ambitions is what helps us create chemistry. After all, our success is linked to yours. Whatever path you envision, BASF is a great place to build a rewarding, successful career.
Belong to Something Bigger. #belongatBASF
**Privacy statement**
BASF takes security & data privacy very seriously. We will never request financial information of any kind via email, private text message or direct message on any social medial platform or job board. Furthermore, we will never send a candidate a check for equipment or request any type of payment during the job application process. If you have experienced any of the above, please contact to report fraud.
**Equal employment opportunities**
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.
Applicants must be currently authorized to work in the United States on a full-time basis.
Customer Support Engineer & Team Lead
Posted 6 days ago
Job Viewed
Job Description
Customer Support Engineer & Team Lead
Charlotte, North Carolina.
Who are we?
We're Pollinate - a fintech on a mission to help banks and small businesses thrive in a digital-first economy. Founded in 2017, we bring together the energy and flexibility of a high-growth scale-up with the backing of global financial institutions. Our cloud-based platform powers end-to-end merchant services for banks, combining payments and business banking into one seamless experience.
We're a close-knit team of designers, engineers, and financial services experts who care deeply about what we build and how we work together. We value curiosity, collaboration, and making things better every day. Whether you're technical, creative, or commercial, you'll find space here to do your best work, develop your skills, and be part of something meaningful. We're headquartered in London and expanding in the US - and we'd love for you to be part of the journey.
About the role
We are looking for a Customer Support Engineer & Team Lead to help build and lead our new customer support function in the USA. This role blends hands-on customer support with team leadership, offering a unique opportunity to shape how we serve our banking clients. You will guide a small team of support professionals while directly assisting customers with inquiries and requests, ensuring a high-quality service experience.
We value passion, curiosity, and a problem-solving mindset just as much as specific experience. If you're excited about this role but don't meet every requirement, we still encourage you to apply-we'd love to hear from you! We offer flexible working within a hybrid model, where team members split their working week between working from home and in the office.
Responsibilities
- Assist in recruiting, onboarding, and training new support team members.
- Provide mentorship and guidance to the support team, ensuring high service standards.
- Monitor team performance and key support metrics to identify areas for improvement.
- Serve as a primary escalation point for critical customer issues.
- Coordinate with global support teams to maintain consistent service quality across regions.
- Act as the first point of contact for banking customers, handling inquiries, requests, and minor technical issues.
- Troubleshoot and resolve customer issues related to our SaaS platform, escalating complex cases to the development team as needed.
- Document issues, solutions, and customer interactions in our customer support system.
- Collaborate with internal teams, including Application Management, Platform Engineering and Development, to ensure timely issue resolution.
- Provide proactive guidance and training to customers on best practices and platform features.
- Participate in the 24x7 On-Call rotation for major incidents.
- 5+ years of experience in customer support, technical support, or a similar role.
- 2+ years of experience leading or mentoring a support team (preferred).
- Excellent communication skills, with the ability to interact professionally with banking customers.
- Strong problem-solving skills with the ability to troubleshoot technical issues.
- Experience working in a SaaS or fintech environment is a plus.
- Familiarity with ticketing systems, knowledge bases, and support best practices.
- Ability to work independently in a fast-growing, dynamic environment.
- Experience with the ELK stack (Elastic Search, Logstash, Kibana)
- Experience with Docker, Kubernetes - AKS.
- Exposure to CI/CD.
- Experience with Azure stack.
- Experience with IaC, Terraform (preferred).
- Experience with data architecture patterns e.g. Kappa, Lambda architectures
- Experience with data streaming and ETL tooling, Data Bricks, Kafka, Hadoop
- Familiarity with Java and Open-Source ecosystem
- Benefits including 401k and health insurance.
- Access to career coaching, life coaching and therapy from our employee experience partners Plumm.
- Access to Engineering Learning & Development tool, Pluralsight.
This Job Description covers the main areas of your responsibilities - it is not an exhaustive list.
We can only accept candidates who have the right to work in the USA.
2nd Level Customer Support Engineer
Posted 6 days ago
Job Viewed
Job Description
2nd Level Customer Support Engineer
Charlotte, North Carolina.
Who are we?
We're Pollinate - a fintech on a mission to help banks and small businesses thrive in a digital-first economy. Founded in 2017, we bring together the energy and flexibility of a high-growth scale-up with the backing of global financial institutions. Our cloud-based platform powers end-to-end merchant services for banks, combining payments and business banking into one seamless experience.
We're a close-knit team of designers, engineers, and financial services experts who care deeply about what we build and how we work together. We value curiosity, collaboration, and making things better every day. Whether you're technical, creative, or commercial, you'll find space here to do your best work, develop your skills, and be part of something meaningful. We're headquartered in London and expanding in the US - and we'd love for you to be part of the journey.
About the role
We are seeking a Customer Support Engineer to join our expanding team and play a pivotal role in delivering exceptional support to our banking clients. Reporting to the Customer Support Team Lead, you will be the first point of contact for customer inquiries, troubleshooting issues, and ensuring a smooth support experience. You will work closely with internal teams to escalate complex cases while providing high-quality support to our customers.
We value curiosity, strong communication skills, and a problem-solving mindset over rigid qualifications. If you're excited about this role but don't meet every requirement, we encourage you to apply-we'd love to hear from you! We offer flexible working within a hybrid model, where team members split their working week between working from home and in the office.
Responsibilities
- Serve as the primary contact for banking customers, handling inquiries, service requests, and technical issues.
- Troubleshoot and resolve customer issues related to our SaaS platform, escalating complex cases to the appropriate internal teams.
- Accurately document issues, resolutions, and customer interactions within the support system.
- Provide proactive guidance and training to customers on best practices and platform features.
- Work collaboratively with internal teams, including Application Management and Development, to ensure timely and effective issue resolution.
- Assist in developing and maintaining support documentation and knowledge bases.
- Partake in 24/7 on-call as part of the global team for major incidents.
- 2+ years of experience in customer support, technical support, or a similar role.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills, with the ability to interact professionally with banking customers.
- Experience working in a SaaS or fintech environment is a plus.
- Familiarity with ticketing systems, knowledge bases, and support best practices.
- Ability to work independently and in a team-oriented, fast-paced environment.
- Experience with Docker, Kubernetes - AKS.
- Experience with scripting (Python, PowerShell, Bash)
- Experience with Azure Stack.
- Experience with IaC, Terraform (preferred).
- Experience with data architecture patterns e.g., Kappa, Lambda architectures
- Experience with data streaming and ETL tooling, Data Bricks, Kafka, Hadoop
- Exposure to CI/CD.
- Familiarity with Java and Open-Source ecosystem
- Knowledge of Monitoring and Alerting toolsets (ELK Stack)
- Understanding of ITIL processes would be an asset
- Benefits including 401k and health insurance.
- Access to career coaching, life coaching and therapy from our employee experience partners Plumm.
- Access to Engineering Learning & Development tool, Pluralsight.
This Job Description covers the main areas of your responsibilities - it is not an exhaustive list.
We can only accept candidates who have the right to work in the USA.
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