Customer Support Operations Specialist

Requirements

• 1-3 years of experience in customer support or operations, preferably in fintech or SaaS
• Strong problem-solving abilities and attention to detail
• Excellent written and verbal communication skills, especially for working with remote teams
• Basic analytical skills and comfort working with support metrics and reporting tools
• Demonstrated ability to learn new systems and processes quickly
• Strong organizational skills and ability to manage multiple priorities
• Customer-focused mindset with a passion for improving service quality

Responsibilties

• Coordinate with our offshore support team in the Philippines, providing guidance and ensuring quality service delivery
• Manage customer verification processes through Plaid and monitor verification queues in Sardine
• Review and suggest improvements to support templates and tagging systems
• Track and analyze support KPIs, identifying trends and potential areas for improvement
• Handle payment disputes in Stripe and develop more efficient resolution processes
• Contribute ideas for operational improvements based on customer feedback and support data
• Collaborate with team members to implement and refine support workflows

Preferred Qualifications

• Experience working with offshore or remote teams
• Familiarity with verification systems, payment processing, or dispute management
• Background in financial services or fintech
• Experience with process documentation and improvement

What You'll Get

• The opportunity to play a key role in expanding a high-growth startup and driving its continued success.
• Competitive compensation package, including equity and comprehensive benefits (medical, dental, and vision; 401K plan; and other benefits).
• A collaborative, transparent, and engaging work environment where you’ll be empowered to make a meaningful impact.