Customer Support Representative

Role overview

Join an early-stage fintech team focused on expanding financial access for hourly workers across the United States. This customer-facing role sits on the front line of an on-demand pay product, helping users navigate account setup, earned wage access, and repayment questions across phone, text, and email channels. You will act as a bridge between users and internal product, technology, and partner teams to ensure a consistently high-quality experience.

Responsibilities

- Respond to user inquiries via phone, text, and email, providing clear and empathetic support as the first point of contact - Develop deep expertise in the earned wage advance (EWA) product, including onboarding flows, advance mechanics, and repayment processes - Investigate complex user issues, working cross-functionally with product, engineering, and partner integration teams to drive resolution - Communicate financial concepts in accessible language, including walking users through calculations related to advances and repayments - Surface user feedback and recurring pain points to inform product improvements and process changes - Contribute to a fast-paced support culture within a small, mission-driven team

Requirements

- 2+ years of experience in a customer support role, ideally in a tech or product-led environment - 1+ years of hands-on experience using Zendesk or a comparable support ticketing platform - Strong written and verbal communication skills, with the ability to explain complex or technical concepts simply - Comfort with numbers and basic math, given the financial nature of most user questions - Genuine interest in the financial challenges faced by hourly workers in the United States - Self-starter mentality suited to an early-stage startup setting

Benefits and work setup

- Fully remote position based in the United States - Hourly rate of $21.54 - Medical, dental, and vision coverage with optional family enrollment - Fully paid parental leave - Company-sponsored 401(k), HSA, and FSA programs - Generous paid time off for hourly roles - Work-from-home setup allowance - Company-sponsored short-term and long-term disability insurance