Customer Support Representative

About the Opportunity
The hiring organization provides a digital banking platform and earned wage advance solutions designed to give workers immediate access to their earnings by embedding financial products directly into workforce management, scheduling, and payroll applications.
The Customer Support Representative serves as a direct point of contact for platform users, assisting them from initial onboarding through ongoing account activity. In this role, the representative mediates across internal product, technical, and partner teams to resolve inquiries, investigate issues, and maintain high standards of customer satisfaction.
Key Responsibilities
Answer user inquiries across phone, text, and email as the primary line of contact, delivering exceptional customer service during every interaction.
Develop deep subject-matter expertise on the organization's products, including registration workflows, earned wage advances, and repayment processes.
Maintain a thorough working knowledge of earned wage advance support processes and the on-demand pay sector.
Coordinate with internal product, technology, and partner teams to resolve user issues and support optimal customer experiences.
Required Qualifications
2+ years of experience in a customer support role.
1+ years of experience using Zendesk.
Strong written and verbal communication skills, including the ability to explain complex concepts clearly.
Demonstrated numerical and mathematical aptitude to address financial questions.
Commitment to understanding the financial challenges faced by hourly workers.
Interest in working in an early-stage fintech environment and learning earned wage advance operations.
Collaborative mindset with the ability to work effectively on a small team.
Preferred Qualifications
Experience providing Tier 2 customer support.
Customer support experience in a technology environment.
Compensation and Benefits
This is a full-time, remote role based in the United States.
The hourly rate for this position is $21.54. Actual base pay depends on multiple factors, including education, skills, and experience. Base pay is one component of a total compensation package that includes equity, benefits, and perks. Compensation ranges may be modified in the future.
Benefits include:
Health coverage, including medical, dental, and vision insurance
Standard parental leave
Retirement benefits (401k)
Health savings account (HSA) and flexible spending account (FSA)
Paid time off
Short-term and long-term disability insurance
Equal Opportunity Employer
The organization is an equal opportunity employer and values diversity. The organization does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Work arrangement
Yes