Customer Support Rep

Role Overview

• Serve as the primary contact for users across all channels, responding to inquiries with clarity, patience, and speed.
• Guide users through onboarding steps, including account setup and KYC verification, resolving documentation or submission errors.
• Help customers complete banking actions such as deposits, withdrawals, transfers, and currency conversions.
• Support users on profile management, security settings, rewards, and other account features.
• Troubleshoot virtual card issues, including activation, declines, pending transactions, pay-ins, and payouts.
• Explain and simplify compliance processes such as AML checks, account holds, and risk flag notifications.
• Provide specialised support for high-risk transactions, compliance inquiries, and advanced troubleshooting.
• Explain product features, terms, and risks for investment and savings products.
• Assist users in interpreting portfolio reports, returns calculations, and balance discrepancies.
• Act as an internal liaison for issues involving third-party partners (e.g., payment or stablecoin integrations).
• Escalate technical, financial, or compliance issues to the right teams and ensure complete follow-up.
• Share customer insights to help improve product features and service processes.
• Contribute to building and refining customer support workflows, documentation, and standard operating procedures.
• Meet or exceed SLAs, including response times, resolution times, and CSAT targets.
• Handle customer data and sensitive information with accuracy and strict compliance.
• Maintain professionalism, sound judgment, and calm communication, especially during risk
• or fraud-related incidents.

Requirements

• Strong ability to troubleshoot issues across financial apps, platforms, and mobile/web interfaces.
• Good understanding of deposits, transfers, KYC processes, payment flows, and basic AML/fraud compliance.
• Excellent written, verbal, and non-verbal communication skills with strong attention to detail.
• High emotional intelligence and professionalism when responding to customer requests or receiving feedback/criticism.
• Customer-centric mindset with the ability to ensure customer issues are fully resolved with care and accuracy.
• Strong problem-solving skills, with the ability to develop meaningful strategies that improve overall service quality.
• Ability to manage multiple tasks, stay organised, and make sound decisions under pressure.
• Goal-oriented and results-driven approach to work.
• Meticulous approach to handling sensitive user data and transaction details.
• Proven ability to stay calm and exercise good judgment during high-risk or compliance-related situations.
• A maximum of three years of cumulative experience in a customer support or customer success role.
• Experience using CRM tools (e.g., Intercom, Zendesk, or similar platforms).

Benefits

• Health Insurance
• Training Budget
• Team building events
• Growth Opportunities
• Paid Time Off