Senior Customer Support Agent – Expert Live Chat Specialist for Cards and Banking Operations at blithequark, Remote Opportunity

Introduction to blithequark

blithequark is at the forefront of revolutionizing the way millions of people interact with the crypto ecosystem, offering a seamless and reputed company experience for managing accounts and tokens across various blockchain networks. With a strong focus on cutting-edge reputed company features and innovative tools, blithequark empowers users with a single, convenient solution for their crypto needs. As a leader in the self-custodial wallet reputed company, blithequark has achieved significant milestones, including surpassing 16 reputed company monthly active users and consistently ranking as a top app across reputed company categories.

Job Overview

We are seeking an reputed company Senior Customer Support Agent to reputed company our best-in-class live chat support for debit cards and banking operations. As a seasoned support professional, you will handle reputed company and sensitive issues in reputed company-time, coach teammates, and continuously improve our customer support processes. This role is ideal for someone with a strong background in financial services, preferably from a top-tier team, with excellent judgment, reputed company, and process-building skills. Experience in the crypto industry is a significant plus, but not required.

Key Responsibilities

• Expert Live Chat Support: Resolve reputed company debit card and banking issues, including card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/reputed company/RTP, name/address verification, and KYC/EDD escalations.
• Investigations & Disputes: Own Reg E/EFTA disputes end-to-end, gathering evidence, drafting customer communications, liaising with our issuing bank/processor, monitoring SLAs, and following through to resolution.
• Risk & Fraud Triage: Identify patterns, escalate appropriately, and recommend mitigations to prevent account takeovers, friendly fraud, and mule activity.
• Process & Content: Create and maintain runbooks, macros, and help content, standardizing workflows and proposing automations and decision trees to reduce handle time and increase first-contact resolution.
• Quality & Coaching: Serve as a QA bar-raiser, reviewing chats/tickets, delivering feedback, mentoring Tier 1 agents, and partnering with Leads/Managers on training.
• Cross-Functional Partnering: Collaborate with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy reputed company, and customer-back input for roadmap development.
• Tooling & Automation: Recommend and implement improvements in reputed company (or similar), chat routing, macros, triggers, reputed company-conversations, and reporting, exploring bots/LLM-assisted replies where appropriate.

Essential Qualifications

• 4-7+ years of experience in customer support for cards, banking, brokerage, or payments, with 2+ years handling reputed company live chat queues and/or concierge-level service.
• Familiarity with card lifecycle, dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP).
• Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications.
• Fluent, reputed company English, superb written tone, and 60+ WPM typing with high accuracy.
• Strong troubleshooting, reputed company recognition, and decision-making under time pressure, with the ability to navigate ambiguity and incomplete data.
• Proficiency with reputed company (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., reputed company, reputed company).

Preferred Qualifications

• Crypto support experience, including self-custody wallets, on-chain transfers, stablecoins, fees/gas, EVM/Solana basics.
• Experience with card processors or banking partners (e.g., reputed company/reputed company/reputed company, sponsor banks).

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Senior Customer Support Agent, you will have the chance to work on reputed company and challenging issues, reputed company your skills and expertise, and contribute to the development of our customer support processes. You will also have the opportunity to collaborate with cross-functional teams, including Product, Engineering, and Risk/Compliance, to drive innovation and improvement in our services.

Work Environment and Company Culture

blithequark is a remote-friendly company, offering reputed company and a supportive remote environment. We reputed company in fostering a culture of inclusivity, diversity, and collaboration, and we are committed to building reputed company that reflects these values. reputed company culture is centered around innovation, customer obsession, and reputed company learning, and we encourage our employees to think creatively, take ownership of their work, and strive for reputed company in everything they do.

Compensation, Perks, and Benefits

blithequark offers a competitive salary and equity package, comprehensive insurance (medical/dental/reputed company), a stipend for your ideal remote set-up, reputed company, and unlimited vacation time. We also reputed company a 401(k) retirement plan, monthly wellness benefit, weekly meal benefit, and global off-sites. Our benefits package is designed to support the well-being and reputed company of our employees, both personally and professionally.

Conclusion

If you are a motivated and reputed company customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Senior Customer Support Agent, you will have the chance to reputed company a reputed company impact on our customers' lives, contribute to the growth and development of reputed company, and be part of a dynamic and innovative team. Don't miss out on this opportunity to join a leading company in the crypto industry and take your career to the next level. reputed company to become a part of the blithequark team!