The Role
The Client Support Representative will handle client inquiries via phone and support tickets, resolve account access issues, and document interactions while collaborating with internal teams to enhance client satisfaction.
Summary Generated by Built In
Position Overview
We’re seeking a Client Support Representative who will be the first line of support for our clients. This role is critical in ensuring a seamless experience by handling incoming phone calls and support tickets with urgency and care. You’ll also assist with daily operational reports and play a key role in identifying and escalating high-priority issues such as card declines, account access issues, and fraud.
Key Responsibilities
- Serve as the primary point of contact for client phone support and incoming support tickets.
- Respond to client inquiries with professionalism, empathy, and a strong sense of urgency.
- Investigate and resolve issues related to card declines, account access, transaction errors, and general troubleshooting.
- Monitor and review daily reports including fraud activity and card inventory.
- Escalate critical issues promptly to internal teams and follow through to resolution.
- Document client interactions and resolutions accurately in the support system.
- Collaborate with internal departments to ensure client satisfaction and issue resolution.
- Continuously look for ways to improve the client support experience.
- Operate within a green screen (terminal-based) environment to efficiently navigate account data, execute service commands, and resolve client inquiries related to commercial card programs
Qualifications
- 1–3 years of experience in customer support, preferably in fintech, banking, or SaaS; experience with commercial card programs is a plus.
- Previous call center experience is strongly preferred.
- Strong communication skills, both verbal and written.
- Ability to prioritize and respond quickly to urgent client issues.
- Comfortable working with support ticketing systems and phone support tools, especially Zendesk.
- Detail-oriented with strong organizational and reporting skills.
- Familiarity with commercial card programs, expense management, or financial operations is a plus.
What We Offer
- Opportunity to grow within a fast-paced fintech environment
- Supportive team culture focused on client success and innovation
- Training and development opportunities
Skills Required
- 1-3 years of experience in customer support, preferably in fintech, banking, or SaaS
- Previous call center experience
- Strong communication skills, both verbal and written
- Ability to prioritize and respond quickly to urgent client issues
- Comfortable working with support ticketing systems and phone support tools
- Detail-oriented with strong organizational and reporting skills
- Familiarity with commercial card programs, expense management, or financial operations
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The Company
What We Do
The Platform for Payment Apps
