Customer Support Representative

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Role Overview:
We are seeking a detail-oriented Customer Support Representative with a strong financial background to join a fast-growing U.S.-based fintech company. You will handle customer and partner inquiries on accounts, payments, and transactions, including high-value money movements, and deliver accurate, timely resolutions. The ideal candidate is comfortable handling large sums with precision and does well in a fast-paced, customer-first environment.

What You'll Do

• Respond to inbound customer inquiries via email, chat, and ticketing platform with accurate, timely, and professional resolutions.

• Investigate and resolve issues related to payments, cashback rewards, gift card purchases, refunds, and account balances.

• Support and monitor high-value transactions and money movements, including seven-figure sums, with strict attention to accuracy and compliance.

• Identify, flag, and escalate suspicious activity, potential fraud, or transaction discrepancies to the appropriate internal teams.

• Reconcile transaction records and verify payment details to make sure customer accounts are accurate and up to date.

• Document all interactions, resolutions, and recurring issues thoroughly in the support system.

• Collaborate with finance, risk, and product teams to resolve complex cases and improve support processes.

• Contribute to the internal knowledge base by capturing common fixes, FAQs, and workflow improvements.

• Maintain a high standard of professionalism, empathy, and clear communication throughout the customer journey.
  

Required Qualifications

• Proven customer support experience within financial services, fintech, banking, or payments.

• Demonstrated experience handling large money movements, including seven-figure transactions, with a high degree of accuracy.

• Strong understanding of payment processing, transaction flows, refunds, chargebacks, and account reconciliation.

• Excellent attention to detail and sound judgment when handling sensitive financial information.

• Proficient written and verbal English communication skills.

• Comfortable working with ticketing systems, CRMs, and internal financial tools.

• Ability to work independently in a fully remote environment and manage a steady volume of inquiries.

• Availability to work during U.S. business hours.
  

Nice to Have

• Familiarity with AML, KYC, and fraud prevention practices.

• Experience with support platforms such as Zendesk, Intercom, Freshdesk, or similar.

• Background in e-commerce, rewards programs, or digital gift card platforms.

• Working knowledge of Excel or Google Sheets for transaction tracking and reporting.

  Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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