Customer Service Representative

Role Overview

This position is for a Customer Success Representative on the Payments & Commercial Cards team at a fintech startup. The role is fully remote within the United States and is structured as a full-time individual contributor position. You will be the first point of contact for clients, helping ensure smooth day-to-day support across commercial card and accounts payable products. The work is hands-on from the start, with direct client ownership and opportunities to grow into a Customer Success Manager role as the company expands.

What You Will Be Doing

• Serve as a day-to-day contact for a portfolio of commercial card and accounts payable clients while working closely with the Customer Success Manager.
• Manage the inbound client support phone line during business hours by answering questions, capturing issues, and resolving routine card operations problems on your own.
• Provide first-tier support for card issuance questions, authorization issues, transaction investigation, and initial dispute intake.
• Escalate processor-related or compliance-sensitive cases to the Customer Success Manager with complete notes and supporting context.
• Keep client information, support records, and issue-tracking data accurate across internal systems.
• Assist in creating client-facing resources such as onboarding guides, QBR support data, and product update communications.
• Help document support procedures and resolution steps as the support function grows.
• Stay informed about product changes, payment network updates, and newly launched channels so clients receive timely guidance.

Experience and Background

The team is looking for someone with 4 to 6 years of experience in a client-facing role, ideally in banking, fintech, or financial services. A bachelor’s degree is required, and a concentration in Business, Finance, or a related area is preferred, though strong relevant experience can substitute for the preferred field of study. Prior exposure to commercial card programs, accounts payable workflows, card platform support, or payment rails such as ACH and wires is considered valuable. Familiarity with CRM or customer success tools like Zendesk, as well as experience in community banks, regional banks, or bank-adjacent fintech environments, would be an advantage.

What This Role Requires

• A professional and calm phone presence for live client conversations, including difficult or high-pressure situations.
• Clear, concise business writing suitable for a financial services audience.
• Strong attention to detail and reliable follow-through so issues are fully resolved.
• Comfort working in a startup setting where processes and playbooks are still developing.
• An ownership mindset and the ability to carry client issues through to completion.
• Confidence working independently while still collaborating effectively with a small team.

Growth Path

This role is intentionally built for progression. As the product line expands across commercial cards, ACH, virtual cards, and AP automation, you will gain broader exposure and deeper operational experience. The expected career path is from Customer Service Representative to Customer Success Manager, supported by mentorship, cross-functional collaboration, and increasing client responsibility over time.

Additional Notes

The environment is described as startup-like and action-oriented, with real ownership from day one rather than passive shadowing or simple ticket routing. The role is focused on helping the company scale its customer success function while building a strong foundation for future client support operations.