What You’ll Do

📍Resolve customer tickets through approved support channels (e.g., email, in-app chat), maintaining high-quality, compliant, and consistent communication. 📍Triage, prioritize, and manage a high-volume queue—distinguishing urgent, high-risk, and time-sensitive issues from standard inquiries. 📍Serve as a primary escalation point for complex cases and coordinate handoffs across internal stakeholders (Payments Ops, Risk/Compliance, Product/Engineering). 📍Support and troubleshoot KYC/CIP workflows, including identity verification issues, document collection, exception handling, and escalation to Compliance/Risk when appropriate. 📍Handle and investigate payments-related inquiries end-to-end, including: 📍ACH, debit cards, Apple Pay, and wires (required experience) 📍Deposit/withdrawal statuses, returns/reversals, limits, bank rejections, and transaction troubleshooting 📍Support account access and security flows, including login issues, 2FA support, secure verification steps, and account recovery. 📍Provide customer education and set expectations around the trade lifecycle, including trading cycles, settlement timing, and clearing dependencies that may impact balances, holds, or withdrawals. 📍Partner with internal teams to resolve issues related to trade status, settlement breaks, clearing constraints, or post-trade restrictions (as applicable to our workflows). 📍Draft and improve customer-facing notifications, FAQs, macros, and help-center content that reduce repeat contacts and improve clarity—especially around payments, verification, and settlement timelines. 📍Identify recurring pain points and drive process improvements: tooling, QA checklists, escalation playbooks, tagging/reporting, and operational controls. 📍Maintain high operational standards for documentation, internal notes, and handoffs—ensuring cases are auditable, consistent, and easy to pick up.

What We’re Looking For (Must-Haves)

📍4+ years in a financial services environment (banking, brokerage, payments, fintech, exchanges, or similar) in a support and/or operations role. 📍Strong client-facing judgment and communication skills—clear, calm, and precise, especially under pressure. 📍Demonstrated ability to triage, prioritize, and execute in fast-moving environments while maintaining accuracy and professionalism. 📍Hands-on familiarity with KYC/CIP concepts and working alongside Risk/Compliance teams in a regulated setting. 📍Proven experience supporting payment rails: ACH, debit cards, Apple Pay, and wires (required).

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