Experienced Senior Customer Support Agent for Cards and Banking Live Chat Operations – Expert in Debit Card and Banking Issue Resolution, Investigations, and Risk Management

Introduction to blithequark At blithequark, we are revolutionizing the way people interact with financial services, making it easier, faster, and more secure. As a leader in the fintech industry, we are committed to providing exceptional customer experiences through our innovative products and services. Our team is dedicated to delivering top-notch support, ensuring that our customers receive the best possible assistance whenever they need it. We are now seeking an experienced Senior Customer Support Agent to join our Cards and Banking team, specializing in live chat support. Job Overview As a Senior Customer Support Agent at blithequark, you will play a critical role in resolving complex debit card and banking issues, conducting investigations, and managing risk. You will be the primary point of contact for our customers, providing expert live chat support and ensuring that their concerns are addressed promptly and efficiently. Your exceptional communication skills, technical knowledge, and problem-solving abilities will enable you to deliver outstanding customer experiences, making a significant impact on our business. Key Responsibilities Provide expert live chat support to resolve complex debit card and banking issues, including card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations Own Reg E/EFTA disputes end-to-end, gathering evidence, drafting customer communications, liaising with our issuing bank/processor, monitoring SLAs, and following through to resolution Identify patterns of risk and fraud, escalate appropriately, and recommend mitigations, such as 3DS/step-up, velocity controls, and card reissue Create and maintain runbooks, macros, and help content, standardizing workflows and proposing automations and decision trees to reduce handle time and increase first-contact resolution Serve as a QA bar-raiser, reviewing chats/tickets, delivering feedback, mentoring Tier 1 agents, and partnering with Leads/Managers on training Collaborate with cross-functional teams, including Product, Engineering, Risk/Compliance, and Operations, on bug triage, policy decisions, and customer-back input for roadmap Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side-conversations, and reporting, exploring bots/LLM-assisted replies where appropriate Requirements To be successful in this role, you will need: 4–7+ years of experience in customer support for cards, banking, brokerage, or payments, with 2+ years handling complex live chat queues and/or concierge-level service Domain knowledge of card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP) A compliance mindset, with working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications Fluent, crisp English, with superb written tone and 60+ WPM typing with high accuracy Strong critical thinking skills, with the ability to troubleshoot, recognize patterns, and make decisions under time pressure, navigating ambiguity and incomplete data Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence) A history of partnering with Product/Eng to ship improvements based on support insights Nice to Have (Big Plus) While not required, the following skills and experience are highly desirable: Crypto support experience, including 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) Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Senior Customer Support Agent, you will have access to: Ongoing training and development opportunities to enhance your skills and knowledge Regular feedback and coaching to help you achieve your career goals Opportunities to collaborate with cross-functional teams and contribute to the development of new products and services A supportive and inclusive work environment that encourages innovation and creativity Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of: Customer obsession, with a focus on delivering exceptional customer experiences Collaboration and teamwork, with a emphasis on cross-functional partnerships Innovation and creativity, with a willingness to experiment and try new things Continuous learning and growth, with a commitment to employee development Compensation, Perks, and Benefits We offer a competitive compensation package, including: 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 Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Senior Customer Support Agent, you will play a critical role in delivering exceptional customer experiences and contributing to the growth and success of our business. Don't miss out on this chance to join our dynamic team and take your career to the next level. Apply now and become a part of the blithequark family!