Customer Support Representative
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Job Description
Customer Support Representative supporting B2B merchants using Chargeflow’s AI-driven fintech platform. Resolving chargeback, billing, technical, and fraud-prevention inquiries through live chat and email.
Responsibilities:
- Help customers use Chargeflow confidently to manage chargebacks and protect their revenue
- Build trust and customer loyalty through timely, accurate, and thoughtful support
- Bring customer concerns and feedback to internal teams to help improve the customer experience
- Provide exceptional B2B client support through live chat and email
- Handle billing, technical, administrative, and domain-related inquiries about chargebacks and fraud prevention
- Investigate customer concerns, identify next steps, and work toward prompt, accurate resolutions
- Provide step-by-step guidance on product usage, features, and troubleshooting
- Collaborate with internal teams, manage escalations, and prioritize customer issues
- Keep customers informed and collect feedback on their experience
- Document and track customer interactions in communication, CRM, and ticketing systems
- Maintain strong knowledge of Chargeflow’s products, features, and updates
Requirements:
- 3+ years in customer support roles
- Excellent written and verbal English, with the ability to explain complex concepts clearly to customers
- Strong attention to detail, sound judgment, and a practical approach to investigating and resolving issues
- Ability to manage multiple systems, stakeholders, and customer inquiries while delivering clear, timely resolutions
- Practical experience with CRM and ticketing systems
- Experience providing live customer support in fintech and for SaaS products (nice to have)
- In-depth understanding of chargebacks and fraud prevention strategies (nice to have)
- Hands-on experience with Intercom or Zendesk (nice to have)
- Familiarity with relevant regulations and compliance standards in the fintech sector (nice to have)
Benefits:
- Remote work
- Full-time employment
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