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 unified experience for managing accounts and tokens across various blockchain networks. With a strong focus on cutting-edge security features and innovative tools, blithequark empowers users with a single, convenient solution for their crypto needs. As a leader in the self-custodial wallet space, blithequark has achieved significant milestones, including surpassing 16 million monthly active users and consistently ranking as a top app across all categories. Job Overview We are seeking an experienced Senior Customer Support Agent to lead our best-in-class live chat support for debit cards and banking operations. As a seasoned support professional, you will handle complex and sensitive issues in real-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, empathy, and process-building skills. Experience in the crypto industry is a significant plus, but not required. 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, 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 decisions, and customer-back input for roadmap development. Tooling & Automation: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side-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 complex 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, crisp English, superb written tone, and 60+ WPM typing with high accuracy. Strong troubleshooting, pattern recognition, and decision-making under time pressure, with the ability to navigate ambiguity and incomplete data. Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence). 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., Marqeta/Galileo/Lithic, 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 complex and challenging issues, develop 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 flexible hours and a supportive remote environment. We believe in fostering a culture of inclusivity, diversity, and collaboration, and we are committed to building a team that reflects these values. Our company culture is centered around innovation, customer obsession, and continuous learning, and we encourage our employees to think creatively, take ownership of their work, and strive for excellence in everything they do. Compensation, Perks, and Benefits blithequark offers a competitive salary and equity package, comprehensive insurance (medical/dental/vision), a stipend for your ideal remote set-up, flexible hours, and unlimited vacation time. We also provide 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 success of our employees, both personally and professionally. Conclusion If you are a motivated and experienced 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 make a real impact on our customers' lives, contribute to the growth and development of our 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. Apply now to become a part of the blithequark team! Apply for this job