Customer Support Representative

Role overview This is a remote, U.S.-based customer support role within a fintech startup focused on on-demand pay and digital banking for hourly workers. The position centers on being the front-line voice for users, helping them navigate the product from sign-up through everyday use, while acting as a bridge between users and internal product, technology, and partner teams.

Responsibilities - Respond to user inquiries across phone, text, and email, delivering clear and empathetic support in every interaction. - Build deep knowledge of the onboarding flow and core products, including earned wage advance (EWA) features and repayment mechanics. - Handle support cases involving financial calculations, explaining balances, transactions, and repayment terms accurately. - Escalate and mediate user issues across product, technology, and partner teams to ensure a smooth end-to-end experience. - Continuously learn the on-demand pay space and contribute to improving support workflows and the overall user experience.

Requirements - At least 2 years of experience in a customer support role, with Tier 2 or tech-environment support experience considered a plus. - 1 or more years of hands-on experience using Zendesk as a support tool. - Strong written and verbal communication skills, with the ability to explain complex concepts to everyday users. - Comfort with numbers and basic math for handling questions about finances, balances, and repayments. - Genuine interest in the financial challenges faced by hourly workers and a commitment to serving that audience. - Enthusiasm for working at an early-stage fintech startup and learning the EWA category from the inside.

Benefits and work setup - Fully remote position based in the United States. - Hourly compensation of $21.54, with the actual rate depending on skills, experience, and other factors. - Medical, dental, and vision coverage with the option to extend to family. - Fully paid parental leave. - Company-sponsored 401(k), HSA, and FSA options. - Generous paid time off for hourly roles. - Work-from-home setup allowance. - Company-sponsored short-term and long-term disability insurance.