Customer Support Specialist resolving automotive data, API, and software issues for JD Power clients. Troubleshooting platforms, documenting cases, and partnering with Product and Engineering teams.
About the role
- Customer Experience Specialist delivering white-glove banking, credit, and payments support. Investigating complex fintech issues and coordinating compliance, risk, engineering, and underwriting resolutions.
Responsibilities
- Handle complex customer issues across banking, credit, and payments via email, chat, and phone
- Investigate issues across multiple internal systems and provide precise, clear answers
- Guide VIP and high-revenue accounts through document verification, account setup, and feature troubleshooting
- Handle frozen accounts, disputed transactions, application denials, and compliance-related communications
- Coordinate with engineering, underwriting, risk, and compliance teams
- File detailed bug reports and test new features in staging environments
- Create and update documentation when encountering process gaps
- Qualify high-value sales leads and route them to appropriate account executives
Requirements
- Flawless professional written and spoken English
- 2+ years in fintech or financial services customer support
- Availability to work nights and weekends (local and/or US business hours)
- Experience with Zendesk, Salesforce, or similar CRM tools
- Ability to explain complex fintech concepts to non-technical customers
- Ability to navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets independently
- Investigative mindset and root-cause analysis ability
- Exceptional judgment and emotional resilience
- Experience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.) strongly preferred
- Exposure to fraud detection, KYC/AML processes, or financial compliance strongly preferred
- Experience creating documentation or improving processes strongly preferred
- Experience supporting B2B SaaS or fintech products strongly preferred
Benefits
- Meaningful equity
- Remote work with autonomy
- No micromanagement; ownership of your shift
- World-class team environment
- Opportunity to shape customer support, processes, and team scaling
- Exposure to product launches, compliance changes, and operational challenges
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Degree requirement
No Education Requirement
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