Job Description
At arenaflex, we're revolutionizing the way people interact with our innovative financial services. As a Senior Customer Support Agent, Cards & Banking, Live Chat, you'll be at the forefront of delivering exceptional customer experiences, resolving complex issues, and driving business growth. If you're passionate about customer-centricity, problem-solving, and collaboration, we invite you to join our dynamic team and embark on an exciting journey. **About arenaflex** arenaflex is a cutting-edge fintech company that's redefining the financial services landscape. Our mission is to empower individuals and businesses to achieve their financial goals through innovative, user-friendly, and secure solutions. With a strong focus on customer satisfaction, we're committed to building long-term relationships and fostering a culture of excellence. **Job Summary** As a Senior Customer Support Agent, Cards & Banking, Live Chat, you'll be responsible for providing top-notch support to our customers through live chat, resolving complex debit card and banking issues, and collaborating with cross-functional teams to drive business growth. If you're a seasoned customer support professional with a passion for problem-solving, communication, and collaboration, we encourage you to apply. **Key Responsibilities** • **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** • **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** • **Competitive salary and equity**: Join a company that values your contributions and offers a competitive compensation package. • **Comprehensive insurance**: Enjoy 100% coverage for medical, dental, and vision insurance. • **Stipend for your ideal remote set-up**: We believe in providing the best possible work environment, and that includes your home office. • **Flexible hours and a supportive remote environment**: Work from anywhere, at any time, and enjoy a flexible schedule that suits your needs. • **Unlimited vacation**: Take time when you need it, and we really mean it! • **401(k) retirement plan**: Plan for your future with our comprehensive retirement plan. • **Monthly wellness benefit**: Prioritize your well-being with our monthly wellness benefit. • **Weekly meal benefit**: Enjoy a weekly meal benefit to fuel your body and mind. • **Global off-sites**: Join us for global off-sites and experience the arenaflex culture firsthand. **How to Apply** If you're a motivated and customer-centric individual with a passion for problem-solving and collaboration, we encourage 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