Senior Customer Support Agent, Cards & Banking, Live Chat
Description: • Expert Live Chat Support: Resolve complex debit card and banking issues (card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations). • Investigations & Disputes: Own Reg E/EFTA disputes end-end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution. • Risk & Fraud Triage: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step-up, velocity controls, card reissue). • Process & Content: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first-contact resolution. • Quality & Coaching: Serve as a QA bar-raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training. • Cross-Functional Partnering: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer-back input for roadmap. • Tooling & Automation: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side-conversations, and reporting; explore bots/LLM-assisted replies where appropriate. Requirements: • Experience: 4–7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge-level service. • Domain Knowledge: Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP). • Compliance Mindset: Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications. • Communication: Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy. • Critical Thinking: Strong troubleshooting, pattern recognition, and decision-making under time pressure; can navigate ambiguity and incomplete data. • Systems: Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence). • Collaboration: History of partnering with Product/Eng to ship improvements based on support insights. • Nice to Have (Big Plus): Crypto support experience (self-custody wallets, on-chain transfers, stablecoins, fees/gas, EVM/Solana basics); experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks). Benefits: • Competitive salary and equity • Comprehensive insurance (medical/dental/vision) — 100% covered • Stipend for your ideal remote set-up • Flexible hours and a supportive remote environment • Unlimited vacation: Take time when you need it (and we really mean it!) • 401(k) retirement plan • Monthly wellness benefit • Weekly meal benefit • Global off-sites Apply tot his job