Customer Solutions and Support

Role overview

Help customers resolve questions and product issues by responding to support requests, investigating problems, and involving the right specialists when needed. This is an early-career support role for someone who wants to build product expertise and troubleshooting judgment with guidance from experienced teammates. The work also includes improving shared documentation so customers and colleagues can find clearer answers over time.

Responsibilities - Respond to customer tickets and questions with clear, considerate communication. - Investigate common product problems using documentation and established troubleshooting steps. - Record issues, actions, and outcomes accurately in support systems so cases retain useful context. - Recognize when a problem needs more expertise and route it to the appropriate team. - Identify gaps in internal guidance and contribute notes or suggested updates. - Build knowledge of the product and the fraud and digital trust landscape it serves.

Requirements - One to three years in customer support, service, help desk work, or equivalent practical experience. - Strong written communication, including the ability to be precise and empathetic with frustrated customers. - Ability to learn unfamiliar software and systems quickly. - Experience using AI tools in day-to-day work and familiarity with AI-assisted workflows. - Curiosity about how products work and willingness to ask for help when needed.

Nice to have - Relevant degree or equivalent practical experience. - Experience with ticketing systems, SaaS products, APIs, or SQL. - Interest in fraud, payments, or trust and safety.

Benefits and work setup - Medical, dental, and vision coverage, retirement plan, and flexible time off. - Flexible lifestyle spending support, learning and development reimbursement, and mental health days.