**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!