Customer Support Team Member

Role overview

Own complex customer support cases from initial review through resolution, including payment, rewards, complaint, and escalation issues. This full-time contract role focuses on careful case handling, coordination across internal teams and partners, and improving difficult customer experiences.

Responsibilities - Triage and resolve complex support tickets using a ticketing system. - Keep customers informed while coordinating with partners and internal teams to resolve open issues. - Track cases, owners, and deadlines across compliance, legal, payments, risk, and outsourced support teams. - Handle complaints and escalations, including cases involving external review bodies or partners. - Provide accurate, customer-specific guidance based on product and partner details. - Identify recurring issues and suggest ways to improve processes or expand the work handled by earlier support tiers.

Requirements - At least two years of customer support experience, including escalated or Tier 2 cases. - Strong organization and follow-through across multiple open cases and deadlines. - Clear, careful written and verbal communication, with patience toward customers and persistence with collaborators. - Ability to adapt when cases fall outside established procedures and when processes change. - Discretion when handling confidential or sensitive information; able to learn tools quickly and work independently as well as with a team. - Experience with Zendesk or a similar ticketing platform; experience supporting credit cards, payments, or financial technology is relevant.

Nice to have

Experience administering Zendesk, handling regulated complaints or external review cases, working with outsourced support teams, or supporting airline loyalty programs.

Benefits and work setup

Full-time contract schedule of 40 hours per week. The stated pay is $28 per hour.