Senior Customer Support Agent – Cards & Banking, Live Chat – Remote Opportunity at blithequark

Are you a seasoned customer support professional with a passion for delivering exceptional experiences in the financial services industry? Do you thrive in fast-paced, dynamic environments where no two issues are ever the same? Look no further! blithequark is revolutionizing the way people interact with the crypto ecosystem, and we're seeking a talented Senior Customer Support Agent to lead our live chat support for debit cards and banking. As a key member of our support team, you'll be responsible for handling complex, sensitive issues in real-time, coaching teammates, and continuously improving how we support our customers. If you have a strong background in customer support, a keen eye for detail, and a passion for delivering world-class experiences, we want to hear from you! About blithequark blithequark is a cutting-edge company that's changing the game in the crypto industry. Our self-custodial wallet offers a seamless, unified experience for managing accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon. With a focus on innovation, security, and user experience, we've achieved significant milestones, including surpassing 16 million MAU's, reaching #1 in the Google Play Store finance category, and consistently trending as a Top 50 app across all categories. 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-to-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. Qualifications To be successful in this role, you'll need: * 4-7+ years of experience in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge-level service. * Domain knowledge of card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP). * Compliance mindset with working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications. * Strong communication skills with fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy. * Critical thinking skills with strong troubleshooting, pattern recognition, and decision-making under time pressure; ability to navigate ambiguity and incomplete data. * Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence). * Collaboration history with Product/Eng to ship improvements based on support insights. * Nice to have: 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). Opportunity Join a team of experienced builders in the blockchain and crypto industry who are passionate about delivering exceptional user experiences. Our journey began with a focus on making crypto accessible to everyone, and we've grown exponentially since then, onboarding over 16M+ active users in just over three years. Our dedication to security and user experience has made us the leading wallet on Solana, and our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user base. Benefits As a member of our team, 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 Diversity, Equity, and Inclusion We strongly encourage candidates of all different backgrounds to apply. We believe that our work is stronger with a variety of perspectives, and we're eager to further diversify our company. If you have a background that you feel would make an impact at blithequark, please consider applying. If you're a seasoned customer support professional with a passion for delivering exceptional experiences in the financial services industry, we want to hear from you! Please submit your resume and application materials, and we'll be in touch soon. By submitting your application, you acknowledge and agree that blithequark may use automated tools, including AI systems, and may engage trusted third-party service providers to process your application and ensure an efficient hiring process. blithequark does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws.