Technical Support Specialist at MoneyLion

About Gen: Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results. When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we’d love you to be part of Gen. About the role: Support the customer experience within your assigned journey (Technical Issues), acting as the subject matter expert (SME) and advocate for continuous improvement. Identify and scope opportunities that improve containment, automation performance, and CSAT, raising tickets to the Build Program for implementation. Ensure readiness across all changes, including KB updates, testing and stakeholder communication, to maintain a consistent and trusted end-to-end support experience. Key Responsibilities Journey Optimization: Map and assess your journey across all touchpoints (self-service, virtual agent, live help, community) to identify pain points, automation opportunities, and efficiency gains. Automation & AI Execution: Partner on the continuous refinement of automation logic and AI Led Support using performance data, Human-in-the-Loop (HITL) testing, and user insights to improve containment, accuracy, and customer trust. Opportunity Identification & Ticketing: Translate insights and customer pain points into clear, actionable tickets for the Build Program to implement. Track progress and validate post-launch impact. Product Release Readiness: Own the journey readiness process for product and support releases coordinating KB/IKB content updates, testing, and validation to ensure seamless deployment. User Acceptance Testing (UAT): Participate in UAT for all journey-affecting changes, ensuring logic, tone, and experience meet quality standards before go-live. Knowledge Management: Create, maintain, and optimize journey-related knowledge content to ensure accuracy, discoverability, and al