This is a fully remote position, open to applicants in Arizona, +4 more states.

• Interact with customers to address issues that arise through support tickets directed to our team.

• Create clear, customized communications to assist customers in resolving their concerns.

• Collaborate with Partner Managers, Business Development, Compliance, Treasury, Product, and Engineering to identify and resolve problems.

• Act as a trusted advisor, maintaining an open, caring, and approachable work style.

• Develop, document, and enhance operational processes with an emphasis on continuous improvement and opportunities for cross-training.

• Take responsibility for validating and completing escalation requests.

• Manage customer calls related to escalation requests.

• Participate in Incident Management to assess and relay customer impact.

• Actively seek out opportunities to devise solutions that help the team meet our objectives.

• Maintain and develop operational processes through updates to documentation and cross-training initiatives.

• Provide support through "on-call" shifts as necessary to uphold our global support model.

• Engage actively and contribute to departmental OKRs.

• Achieve established Service Level Agreements, Objectives, and Key Results.

• A minimum of 3 years of experience in a fast-paced global support environment.

• Strong writing skills and the ability to communicate complex issues clearly.

• Familiarity with ticket support systems, such as Salesforce.

• Knowledge of generative AI models (ChatGPT, Gemini, etc.) and experience in prompt development.

• Preferred experience with data analytics tools for troubleshooting issues.

• Background in financial services or payments industry is advantageous.

• Experience in contributing to departmental processes and procedures.

• Multilingual abilities are preferred.

• Willingness to work on weekends and holidays as needed.

• Health insurance

• 401(k)

• Paid time off

• Flexible work arrangements

Customer Care Advisor

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