Customer Success Representative – Commercial Cards
New
Z
Zact Inc.Fintech / Financial Services
Fully remote (US)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4–6 years
- Required Skills
- CRMCustomer SuccessZendesk
Requirements
- Bachelor's degree.
- 4–6 years of experience in a client-facing role within banking, fintech, or financial services.
- Practical understanding of commercial card programs (issuance, management, and support).
- Familiarity with accounts payable workflows and commercial card program usage.
- Professional phone manner for handling live support calls.
- Strong written communication skills appropriate for a business banking audience.
- Detail-oriented with strong follow-through capabilities.
- Adaptability and comfort with evolving processes in a startup environment.
- Experience supporting clients on major processor-based card platforms is a plus.
- Exposure to ACH, wire, or other payment rails.
- Familiarity with virtual card programs, expense management, or AP automation tools.
- Prior use of CRM or CS software such as Zendesk.
- Prior experience at a community bank, regional bank, or fintech.
Responsibilities
- Support day-to-day client relationships across a portfolio of commercial card and accounts payable clients.
- Cover the inbound client support phone line during business hours by fielding questions, logging issues, and resolving common card operations problems.
- Handle first-level support requests including card issuance questions, authorization inquiries, transaction research, and basic dispute intake.
- Escalate complex processor-side or compliance-related issues to the Customer Success Manager with full context and documentation.
- Maintain accurate client records, support logs, and issue tracking across internal systems.
- Assist in preparing client-facing materials such as onboarding guides, QBR data, and program update communications.
- Document support processes and resolution workflows to assist team scaling.
- Stay current on product updates, payment network changes, and new launch channels.
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