Customer Support Rep

About the Role

The Customer Support Representative serves as the first point of contact for users across all our financial products. The purpose of this role is to guide customers through onboarding, payments, virtual card, investment processes and other services; resolve technical and operational issues; ensure timely and complete resolutions; and deliver a consistently excellent customer experience. The role also provides reliable follow-up on escalations, supports compliance checks, and contributes to improving support systems and workflows.

Primary duties and responsibilities

Customer Interaction & Issue Resolution

• Serve as the primary contact for users across all channels, responding to inquiries with clarity, patience, and speed.
  
• Guide users through onboarding steps, including account setup and KYC verification, resolving documentation or submission errors.
  
• Help customers complete banking actions such as deposits, withdrawals, transfers, and currency conversions.
  
• Support users on profile management, security settings, rewards, and other account features.
  
• Troubleshoot virtual card issues, including activation, declines, pending transactions, pay-ins, and payouts.
  
• Explain and simplify compliance processes such as AML checks, account holds, and risk flag notifications.
  
• Provide specialised support for high-risk transactions, compliance inquiries, and advanced troubleshooting.
  

Product Understanding & Advisory

• Explain product features, terms, and risks for investment and savings products.
  
• Assist users in interpreting portfolio reports, returns calculations, and balance discrepancies.
  
• Act as an internal liaison for issues involving third-party partners (e.g., payment or stablecoin integrations).

Internal Collaboration & Process Improvement

• Escalate technical, financial, or compliance issues to the right teams and ensure complete follow-up.
  
• Share customer insights to help improve product features and service processes.
  
• Contribute to building and refining customer support workflows, documentation, and standard operating procedures.

Performance & Compliance

• Meet or exceed SLAs, including response times, resolution times, and CSAT targets.
  
• Handle customer data and sensitive information with accuracy and strict compliance.
  
• Promptly handled approximately 100 daily customer inquiries via live chat and email, ensuring timely resolution.
• Maintain professionalism, sound judgment, and calm communication, especially during risk- or fraud-related incidents.

Job Requirements

• Strong ability to troubleshoot issues across financial apps, platforms, and mobile/web interfaces.
• Good understanding of deposits, transfers, KYC processes, payment flows, and basic AML/fraud compliance.
• Excellent written, verbal, and non-verbal communication skills with strong attention to detail.
• High emotional intelligence and professionalism when responding to customer requests or receiving feedback/criticism.
• Customer-centric mindset with the ability to ensure customer issues are fully resolved with care and accuracy.
• Strong problem-solving skills, with the ability to develop meaningful strategies that improve overall service quality.
• Ability to manage multiple tasks, stay organised, and make sound decisions under pressure.
• Goal-oriented and results-driven approach to work.
• Meticulous approach to handling sensitive user data and transaction details.
• Proven ability to stay calm and exercise good judgment during high-risk or compliance-related situations.
• Experience using CRM tools (e.g., Intercom, Zendesk, or similar platforms).

Additional information

🔝 Remote friendly

👩🏻‍⚕️ Health Insurance

🎓Training Budget

😎 Team building events

🤩 Growth Opportunities

💰Paid Time Off