Customer Support Operations Specialist

1-3 years of experience in customer support or operations, preferably in fintech or SaaS
Strong problem-solving abilities and attention to detail
Excellent written and verbal communication skills, especially for working with remote teams
Basic analytical skills and comfort working with support metrics and reporting tools
Demonstrated ability to learn new systems and processes quickly
Strong organizational skills and ability to manage multiple priorities
Customer-focused mindset with a passion for improving service quality

Coordinate with our offshore support team in the Philippines, providing guidance and ensuring quality service delivery
Manage customer verification processes through Plaid and monitor verification queues in Sardine
Review and suggest improvements to support templates and tagging systems
Track and analyze support KPIs, identifying trends and potential areas for improvement
Handle payment disputes in Stripe and develop more efficient resolution processes
Contribute ideas for operational improvements based on customer feedback and support data
Collaborate with team members to implement and refine support workflows

Experience working with offshore or remote teams
Familiarity with verification systems, payment processing, or dispute management
Background in financial services or fintech
Experience with process documentation and improvement