**Senior Customer Support Agent, Cards & Banking, Live Chat – Join blithequark's Dynamic Support Team**
Are you a seasoned customer support professional with a passion for delivering exceptional experiences in the cards and banking industry? Do you thrive in fast-paced environments where no two conversations are the same? If so, we invite you to join blithequark's dynamic support team as a Senior Customer Support Agent, Cards & Banking, Live Chat. In this role, you will be the face of blithequark's customer support, providing top-notch assistance to our clients while navigating complex debit card and banking issues. **About blithequark** blithequark is a cutting-edge fintech company that's revolutionizing the way people interact with their finances. Our innovative solutions empower individuals to take control of their financial lives, and our dedicated team is committed to delivering exceptional support every step of the way. As a Senior Customer Support Agent, you'll be part of a collaborative and dynamic team that's passionate about making a difference in the lives of our clients. **Key Responsibilities** As a Senior Customer Support Agent, Cards & Banking, Live Chat, you will be responsible for: * **Expert Live Chat Support**: Resolve complex debit card and banking issues, including card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/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/step-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 Zendesk (or similar), chat routing, macros, triggers, side-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 complex 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 Mindset**: 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, pattern recognition, and decision-making under time pressure; can navigate ambiguity and incomplete data. * **Systems**: Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence). * **Collaboration**: History of partnering with Product/Eng to ship improvements based on support insights. * **Nice 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., Marqeta/Galileo/Lithic, sponsor banks). **What We Offer** As a Senior Customer Support Agent, Cards & Banking, Live Chat at blithequark, you'll enjoy: * **Competitive salary and equity**: We believe in rewarding our team members for their hard work and dedication. * **Comprehensive insurance**: 100% coverage for medical, dental, and vision insurance. * **Stipend for your ideal remote set-up**: We want to ensure you have the best possible work environment. * **Flexible hours and a supportive remote environment**: Work from anywhere, at any time, with our flexible scheduling and supportive team. * **Unlimited vacation**: Take time when you need it – we trust you to manage your workload and take breaks when needed. * **401(k) retirement plan**: Plan for your future with our comprehensive retirement plan. * **Monthly wellness benefit**: Stay healthy and focused with our monthly wellness benefit. * **Weekly meal benefit**: Enjoy a meal on us every week – we want to fuel your productivity. * **Global off-sites**: Join us for exciting global off-sites and team-building events. **How to Apply** If you're a seasoned customer support professional with a passion for delivering exceptional experiences in the cards and banking industry, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job