Client Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in managing daily client relationships within commercial card and accounts payable portfolios under the supervision of the Customer Success Manager.

• Respond to the inbound client support phone line during regular business hours.

• Address inquiries, document issues, and autonomously resolve common card operations challenges.

• Manage first-level support requests related to card issuance, authorizations, transaction inquiries, and basic dispute intake.

• Refer complex processor-side or compliance-related concerns to the Customer Success Manager, providing necessary context and documentation.

• Ensure accurate maintenance of client records, support logs, and issue tracking within internal systems.

• Create client-facing materials, such as onboarding guides, quarterly business review supporting data, and program update communications.

• Record support processes and resolution workflows as the team expands.

• Stay informed about product developments, payment network updates, and newly introduced channels.

• Manage daily client interactions and oversee the inbound support line.

⛳️ Requirements

• A Bachelor's degree is required; a degree in Business, Finance, or a related field is preferred, or equivalent experience that strongly demonstrates the necessary competency.

• 4–6 years of experience in a client-facing customer support position within the banking, fintech, or financial services sectors.

• Practical knowledge of commercial card programs, including card issuance, management, and support at a bank or processor level.

• Understanding of accounts payable workflows and the use of commercial cards for vendor payments.

• Capacity to handle live support calls in a calm and professional manner.

• Excellent written and verbal communication skills.

• Detail-oriented with strong follow-through capabilities.

• Adaptable and inquisitive; comfortable with evolving products and processes in a startup environment.

• Experience in supporting clients on major processor-based card platforms is preferred.

• Familiarity with ACH, wire, or other payment methods is preferred.

• Knowledge of virtual card programs, expense management tools, or accounts payable automation platforms is preferred.

• Prior experience with CRM or customer success tools, such as Zendesk, is preferred.

• Experience in community or regional banks or financial services-adjacent fintech is preferred.

🏝️ Benefits

• Fully remote work arrangement within the United States.

• Mentorship from the Customer Success Manager.

• Exposure to product and operations teams.

• Direct client ownership and hands-on experience across commercial cards, ACH, virtual cards, and accounts payable automation.

• Opportunities for upward mobility toward the role of Customer Success Manager.

• Growth investment and professional development through expanded responsibilities.