Customer Success Representative
About the Role
You will own day-to-day customer support across approved channels (email and in-app chat), resolve tickets, and act as a primary escalation point for complex cases. You will triage and prioritize high-risk and time-sensitive issues, support KYC/CIP identity verification workflows, investigate payments (ACH, debit cards, Apple Pay, wires), troubleshoot deposits and withdrawals, assist with account access and 2FA, educate customers about the trading lifecycle and settlement timing, draft and improve customer-facing content (notifications, FAQs, macros), and drive process improvements, documentation, and auditable handoffs.
Requirements
- 4+ years in a financial services support or operations role
- Client-facing judgment and clear communication under pressure
- Ability to triage, prioritize, and execute in fast-moving environments
- Hands-on familiarity with KYC and CIP processes
- Proven experience supporting payment rails: ACH, debit cards, Apple Pay, and wires
- Working knowledge of markets and the trading lifecycle including settlement and clearing
- High emotional intelligence for de-escalation and expectation setting
- Track record of process improvement to reduce repeat tickets and improve systems
- Experience with identity and authentication tooling (e.g., Auth0) preferred
- Familiarity with regulator-ready communications and audit-friendly case notes preferred
- Experience partnering with Product/Engineering on incident response and bug triage preferred
- Exposure to risk controls, fraud workflows, and operational break resolution preferred
Responsibilities
- Resolve customer tickets via approved support channels
- Triage, prioritize, and manage a high-volume queue
- Serve as primary escalation point for complex cases
- Support and troubleshoot KYC and CIP identity verification workflows
- Handle end-to-end payments inquiries including ACH, debit cards, Apple Pay, and wires
- Investigate deposit and withdrawal statuses, returns, reversals, and bank rejections
- Support account access, login issues, two-factor authentication, and account recovery
- Educate customers on trading lifecycle, settlement timing, and clearing dependencies
- Partner with internal teams on trade status, settlement breaks, and post-trade restrictions
- Draft and improve notifications, FAQs, macros, and help-center content
- Identify recurring pain points and drive process improvements and operational controls
- Maintain high standards for documentation, internal notes, and auditable handoffs
Benefits
- Equity
- Unlimited PTO
- Health coverage
- Vision coverage
- Dental coverage
- 401(k) match
- Hardware setup (MacBook Pro and accessories)
- In-office lunch provided five days per week
- Complimentary office snacks and drinks
Skills
Wire TransferCard NetworkMacroTriageIdentity VerificationFaqBug TriageApple Pay2faNotificationsUser ManagementPost-TradeCipQaCustomer SupportIncident ResponseAchComplianceDocumentationClearingDebit CardPayment TroubleshootingAccount SecurityTwo-Factor AuthenticationTrading LifecycleQa ChecklistEscalationRiskKycSettlementProcess ImprovementPayment