Customer Support Team Member
New
C
CardlessFintech payments
Remote (USA)ContractJunior
Salary28 USD per hour
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Job Details
- Experience
- 2+ years in customer support, including escalated or Tier 2+ cases
- Required Skills
- ZendeskCustomer support
Requirements
- Bring 2+ years of customer support experience, including escalated or Tier 2+ cases.
- Adapt when a case does not fit a playbook and as processes change.
- Track multiple open cases, owners, and deadlines without dropping details.
- Communicate clearly and carefully in writing and verbally.
- Persist in following up with internal teams and partners, while remaining patient with customers.
- Learn new tools quickly and work independently as well as with a team.
- Use discretion with confidential and sensitive information.
- Have experience with Zendesk or a similar ticketing tool; Zendesk administration experience is a plus.
- Bring credit card, payments, or fintech support experience, including disputes, refunds, fraud, or rewards.
- Experience with regulated complaints, BBB cases, BPO work, or airline loyalty programs is a bonus.
Responsibilities
- Triage and resolve the company’s most complex tickets in Zendesk.
- Follow up with customers and keep them updated while closing the loop with partners and internal teams.
- Track pending items and coordinate resolution with Compliance, Legal, Payment Ops, Risk, and the BPO team.
- Manage complaints, BBB cases, and partner escalations.
- Course-correct difficult customer experiences and provide accurate answers tailored to each customer.
- Flag recurring issues and recommend ways for Tier 1 and Tier 2 teams to handle more cases.
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