Senior Customer Support Agent, Cards & Banking, Live Chat – Join arenaflex's Dynamic Team
At arenaflex, we're revolutionizing the way people interact with our innovative financial services. As a Senior Customer Support Agent, Cards & Banking, Live Chat, you'll be at the forefront of delivering exceptional customer experiences, resolving complex issues, and driving business growth. If you're passionate about customer-centricity, problem-solving, and collaboration, we invite you to join our dynamic team and embark on an exciting journey.
About arenaflex
arenaflex is a cutting-edge fintech company that's redefining the financial services landscape. Our mission is to empower individuals and businesses to achieve their financial goals through innovative, user-friendly, and secure solutions. With a strong focus on customer satisfaction, we're committed to building long-term relationships and fostering a culture of excellence.
Job Summary
As a Senior Customer Support Agent, Cards & Banking, Live Chat, you'll be responsible for providing top-notch support to our customers through live chat, resolving complex debit card and banking issues, and collaborating with cross-functional teams to drive business growth. If you're a seasoned customer support professional with a passion for problem-solving, communication, and collaboration, we encourage you to apply.
Key Responsibilities
• 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
• 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
• Competitive salary and equity: Join a company that values your contributions and offers a competitive compensation package.
- Comprehensive insurance: Enjoy 100% coverage for medical, dental, and vision insurance.
- Stipend for your ideal remote set-up: We believe in providing the best possible work environment, and that includes your home office.
- Flexible hours and a supportive remote environment: Work from anywhere, at any time, and enjoy a flexible schedule that suits your needs.
- Unlimited vacation: Take time when you need it, and we really mean it!
- 401(k) retirement plan: Plan for your future with our comprehensive retirement plan.
- Monthly wellness benefit: Prioritize your well-being with our monthly wellness benefit.
- Weekly meal benefit: Enjoy a weekly meal benefit to fuel your body and mind.
- Global off-sites: Join us for global off-sites and experience the arenaflex culture firsthand.
How to Apply
If you're a motivated and customer-centric individual with a passion for problem-solving and collaboration, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply to this job Apply for this job