Senior Customer Support Agent, Cards & Banking, Live Chat – Join the blithequark 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, dynamic environments where no two conversations are ever the same? If so, we want to hear from you! blithequark is seeking a highly skilled Senior Customer Support Agent to join our team, providing top-notch support to our customers via live chat.
About blithequark
At blithequark, we're revolutionizing the way people interact with financial services. Our mission is to empower individuals to take control of their financial lives, and we're committed to delivering innovative solutions that make a real difference. As a Senior Customer Support Agent, you'll be at the forefront of this mission, working closely with our customers to resolve complex issues and provide personalized support.
Key Responsibilities
As a Senior Customer Support Agent, you'll 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).
Benefits
As a Senior Customer Support Agent at blithequark, 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 when you need it (and we really mean it!)
*
401(k) retirement plan
*
Monthly wellness benefit
*
Weekly meal benefit
*
Global off-sites
What We Offer
At blithequark, we're committed to creating a work environment that's both challenging and rewarding. As a Senior Customer Support Agent, you'll have the opportunity to:
- Grow your skills: Develop your expertise in customer support, risk and fraud, and process improvement.
- Make a difference: Help our customers achieve their financial goals and make a real impact on their lives.
- Collaborate with a talented team: Work with a diverse group of professionals who share your passion for delivering exceptional support.
- Enjoy a flexible work environment: Work from anywhere, at any time, and enjoy a healthy work-life balance.
How to Apply
If you're a motivated and experienced customer support professional looking for a new challenge, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job