Customer Support Representative

The Customer Support Representative is the initial contact for users of our financial services. This position is essential for assisting customers with onboarding, payment processes, virtual cards, investments, and resolving technical issues, ensuring a high-quality customer experience. The representative will also manage follow-ups on escalations, support compliance checks, and enhance support processes.

Main Responsibilities:

• Engage with users across various platforms, addressing inquiries promptly and courteously.
• Assist customers with onboarding, including account setup and KYC verification, while rectifying any documentation issues.
• Guide clients through banking transactions such as deposits, withdrawals, and currency exchanges.
• Troubleshoot issues related to virtual cards and explain compliance processes.
• Provide support for high-risk transactions and compliance-related queries.
• Act as a liaison for issues with third-party partners.
• Escalate complex issues and contribute insights for product and process enhancements.
• Ensure compliance with service level agreements regarding response and resolution times.

Requirements:

• Strong troubleshooting skills in financial applications and platforms.
• Understanding of KYC, AML processes, and payment flows.
• Excellent communication skills and attention to detail.
• Proven emotional intelligence and professionalism in customer interactions.
• Ability to manage multiple tasks effectively under pressure.
• Up to three years of experience in customer support.
• Familiarity with CRM tools like Intercom or Zendesk.

How to Apply:
If you are interested in joining our team, please submit your application. We offer a remote-friendly environment, health benefits, training opportunities, team-building events, and paid time off.