Customer Support Team Member

United StatesRemoteFull-timemid

Other

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Quick Summary

Requirements Summary

At least 2 years of experience in customer support, including handling escalated, complex, or Tier 2 and above cases. Ability to work independently beyond established playbooks,

Technical Tools

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The Customer Support Team Member will take ownership of complex customer cases, ensuring that challenging issues are resolved thoroughly and with care. This role focuses on escalated inquiries involving payments, rewards, complaints, and other sensitive customer experiences. You will coordinate with internal departments and external partners to investigate issues, track outstanding actions, and keep customers informed throughout the resolution process. Working across teams such as Compliance, Legal, Risk, and Payment Operations, you will help bring difficult cases to a successful close. You will also identify recurring problems and recommend improvements that strengthen support processes and empower frontline teams. This is an opportunity to make a direct impact on customer trust and service quality in a fast-moving financial technology environment.

Manage and resolve complex customer support cases, including escalated and Tier 2+ tickets, using Zendesk or similar platforms.
Investigate customer inquiries involving payments, rewards, refunds, disputes, and other account-related issues, ensuring accurate and timely resolutions.
Coordinate with external partners and internal teams to investigate outstanding cases, obtain necessary information, and ensure customers receive regular updates.
Track pending actions and follow up with Compliance, Legal, Payment Operations, Risk, and business process outsourcing (BPO) teams until each case is resolved.
Handle sensitive complaints, Better Business Bureau (BBB) cases, and partner escalations, acting as a final point of support for challenging customer situations.
Take ownership of difficult customer experiences, identify appropriate solutions, and work to restore customer confidence.
Develop a strong understanding of products, services, and partner processes to provide accurate, relevant, and customer-specific guidance.
Identify recurring issues, operational bottlenecks, and opportunities to improve support efficiency.
Recommend process enhancements that enable Tier 1 and Tier 2 support teams to resolve a greater proportion of customer inquiries independently.
Maintain accurate case records and handle confidential customer information with discretion.

Requirements

~1 min read

At least 2 years of experience in customer support, including handling escalated, complex, or Tier 2 and above cases.
Ability to work independently beyond established playbooks, exercise sound judgment, and adapt as processes and priorities evolve.
Excellent organizational skills, with the ability to manage multiple open cases, coordinate different stakeholders, and track deadlines without losing important details.
Strong written and verbal communication skills, with a careful, clear, and customer-focused approach to resolving issues.
Proactive follow-up and persistence when working with internal teams and external partners, balanced with patience and empathy toward customers.
Self-motivation, accountability, and the ability to collaborate effectively within a team.
Ability to learn new tools, systems, products, and workflows quickly.
Sound judgment and discretion when handling confidential or sensitive customer information.
Experience using Zendesk or a comparable customer support ticketing platform; Zendesk administration experience is an advantage.

Nice to have:

Experience supporting credit card, payments, or fintech products, particularly in disputes, refunds, fraud, or rewards.
Familiarity with regulated customer complaints, BBB cases, or formal escalation processes.
Previous experience working with BPO teams or business process outsourcing operations.
Exposure to airline loyalty programs or rewards-related customer support.