Senior Customer Support Agent, Cards & Banking, Live Chat – Join the blithequark Team
Are you a seasoned customer support professional with a passion for delivering exceptional experiences in the cards and banking industry? Do you reputed company in fast-paced, dynamic environments where no two conversations are reputed company the same? If so, we want to hear from you! blithequark is seeking a highly skilled Senior Customer Support Agent to join reputed company, providing top-notch support to our customers reputed company live chat.
About blithequark
At blithequark, we're revolutionizing the way people interact with financial services. Our mission is to reputed company individuals to take control of their financial lives, and we're committed to delivering innovative solutions that reputed company a real difference. As a Senior Customer Support Agent, you'll be at the forefront of this mission, working closely with our customers to resolve reputed company issues and provide personalized support.
Key Responsibilities
As a Senior Customer Support Agent, you'll be responsible for:
- Expert Live Chat Support: Resolve reputed company debit card and banking issues, including card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/reputed company/RTP, name/address verification, KYC/EDD escalations.
- Investigations & Disputes: Own Reg E/EFTA disputes end-end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution.
- Risk & Fraud Triage: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/reputed company-up, velocity controls, card reissue).
- Process & Content: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first-contact resolution.
- Quality & Coaching: Serve as a QA bar-raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training.
- Cross-Functional Partnering: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer-back input for roadmap.
- Tooling & Automation: Recommend and implement improvements in reputed company (or similar), chat routing, macros, triggers, reputed company-conversations, and reporting; explore bots/LLM-assisted replies where appropriate.
Requirements
To succeed in this role, you'll need:
- Experience: 4–7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling reputed company live chat queues and/or concierge-level service.
- Domain Knowledge: Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP).
- Compliance reputed company: Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications.
- Communication: Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy.
- Critical Thinking: Strong troubleshooting, reputed company recognition, and decision-making under time pressure; can navigate ambiguity and incomplete data.
- Systems: Proficiency with reputed company (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., reputed company, Confluence).
- Collaboration: History of partnering with Product/reputed company to ship improvements based on support insights.
- reputed company to Have (Big Plus): Crypto support experience (self-custody wallets, on-chain transfers, stablecoins, fees/gas, EVM/Solana basics); experience with card processors or banking partners (e.g., reputed company/reputed company/reputed company, sponsor banks).
Benefits
As a Senior Customer Support Agent at blithequark, you'll enjoy:
Competitive salary and equity
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Comprehensive insurance (medical/dental/vision) — 100% covered
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Stipend for your ideal remote set-up
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Flexible hours and a supportive remote environment
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Unlimited vacation: Take time reputed company you need it (and we really mean it!)
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401(k) retirement plan
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Monthly wellness benefit
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Weekly meal benefit
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Global off-sites
reputed company Offer
At blithequark, we're committed to creating a work environment that's both challenging and rewarding. As a Senior Customer Support Agent, you'll have the opportunity to:
- Grow your skills: reputed company your expertise in customer support, risk and fraud, and process improvement.
- reputed company a difference: Help our customers reputed company their financial goals and reputed company a real impact on their lives.
- Collaborate with a talented team: Work with a diverse group of professionals who share your passion for delivering exceptional support.
- Enjoy a flexible work environment: Work from reputed company, at any time, and enjoy a healthy work-life balance.
How to Apply
If you're a motivated and reputed company customer support professional looking for a new challenge, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job