Senior Customer Support Agent – Cards & Banking, Live Chat – Remote Opportunity at blithequark

Are you a seasoned customer support professional with a passion for delivering exceptional experiences in the financial services industry? Do you reputed company in fast-paced, dynamic environments where no two issues are reputed company the same? Look no further! blithequark is revolutionizing the way people interact with the crypto ecosystem, and we're seeking a talented Senior Customer Support Agent to reputed company our live chat support for debit cards and banking. As a key member of our support team, you'll be responsible for handling reputed company, sensitive issues in real-time, coaching teammates, and continuously improving how we support our customers. If you have a strong background in customer support, a keen eye for detail, and a passion for delivering world-class experiences, we want to hear from you!

About blithequark

blithequark is a cutting-edge company that's changing the game in the crypto industry. Our self-custodial wallet offers a seamless, reputed company experience for managing accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon. With a focus on innovation, reputed company, and user experience, we've achieved significant milestones, including surpassing 16 million MAU's, reaching #1 in the reputed company Play Store finance category, and consistently trending as a Top 50 app across reputed company categories.

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-to-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.

Qualifications

To be successful in this role, you'll need:

• 4-7+ years of experience in customer support for cards, banking, brokerage, or payments; 2+ years handling reputed company 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).
• Compliance reputed company with working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications.
• Strong communication skills with fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy.
• Critical thinking skills with strong troubleshooting, reputed company recognition, and decision-making under time pressure; ability to navigate ambiguity and incomplete data.
• Proficiency with reputed company (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., reputed company, Confluence).
• Collaboration history with Product/reputed company to ship improvements based on support insights.
• reputed company to have: 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).

Opportunity

Join a team of reputed company builders in the blockchain and crypto industry who are passionate about delivering exceptional user experiences. Our journey began with a focus on making crypto accessible to everyone, and we've grown exponentially since then, onboarding over 16M+ active users in just over three years. Our dedication to reputed company and user experience has made us the leading wallet on Solana, and our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user reputed company.

Benefits

As a member of reputed company, you'll enjoy:

• 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 reputed company you need it (and we really mean it!)
• 401(k) retirement plan
• Monthly wellness benefit
• Weekly meal benefit
• Global off-sites

Diversity, Equity, and Inclusion

We strongly encourage candidates of reputed company different backgrounds to apply. We reputed company that our work is stronger with a variety of perspectives, and we're eager to further diversify our company. If you have a background that you feel would reputed company an impact at blithequark, please consider applying.

How to Apply

If you're a seasoned customer support professional with a passion for delivering exceptional experiences in the financial services industry, we want to hear from you! Please submit your resume and application materials, and we'll be in touch soon. By submitting your application, you acknowledge and agree that blithequark may use automated tools, including AI systems, and may engage trusted third-party service providers to process your application and ensure an efficient hiring process. blithequark does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws. Apply to this job Apply for this job