客户支持代表（金融背景）
Customer Support Representative (financial background)
加入Hire Hangar，与快速发展的全球公司合作，同时建立长期职业发展。
职位概述
我们正在寻找一位注重细节的客户支持代表，具备扎实的金融背景，加入一家快速发展的美国金融科技公司。该公司提供一款现金返还和支付应用，让用户在结账时购买即时数字礼品卡，从而在日常购物中赚取返现。在此职位上，您将支持客户和合作伙伴在账户、支付和交易查询方面的问题，包括大额资金流动，并提供准确、及时的解决方案，以增强用户对平台的信任。如果您能够精确且谨慎地处理大额资金，并且在快节奏、以客户为中心的环境中茁壮成长，我们期待您的加入。
工作职责
- 通过电子邮件、聊天和工单系统及时、专业地回应客户的咨询并提供准确的解决方案。
- 调查并解决与支付、现金返还奖励、礼品卡购买、退款和账户余额相关的问题。
- 支持并监控大额交易和资金流动，包括七位数金额，严格注意准确性和合规性。
- 识别、标记并向上级内部团队报告可疑活动、潜在欺诈或交易差异。
- 核对交易记录并验证支付详情，确保客户账户准确且最新。
- 在支持系统中详细记录所有互动、解决方案和常见问题。
- 与财务、风险和产品团队协作，解决复杂案例并改进支持流程。
- 通过记录常见解决方案、常见问题和流程改进，为内部知识库做出贡献。
- 在整个客户旅程中保持高标准的专业性、同理心和清晰的沟通。
任职要求
- 在金融服务、金融科技、银行或支付领域有客户支持经验。
- 有处理大额资金流动的经验，包括七位数交易，具有高度准确性。
- 对支付处理、交易流程、退款、差价和账户对账有深入理解。
- 处理敏感财务信息时具备出色的关注细节能力和良好的判断力。
- 具备出色的英语书面和口头沟通能力。
- 熟练使用工单系统、CRM和内部财务系统。
查看英文原文
Join Hire Hangar and work with fast-growing global companies while building a long-term career.
Role Overview
We are looking for a detail-oriented Customer Support Representative with a strong financial background to join a fast-growing U.S.-based fintech company. The company offers a cashback and payments app that lets users earn money back on everyday purchases by buying instant digital gift cards at checkout. In this role, you will support customers and partners on account, payment, and transaction inquiries, including high-value money movements, and deliver accurate, timely resolutions that build trust in the platform. If you are comfortable handling large sums with precision and care and you thrive in a fast-paced, customer-first environment, we want to hear from you.
What You'll Do
- Respond to inbound customer inquiries via email, chat, and ticketing platform with accurate, timely, and professional resolutions.
- Investigate and resolve issues related to payments, cashback rewards, gift card purchases, refunds, and account balances.
- Support and monitor high-value transactions and money movements, including seven-figure sums, with strict attention to accuracy and compliance.
- Identify, flag, and escalate suspicious activity, potential fraud, or transaction discrepancies to the appropriate internal teams.
- Reconcile transaction records and verify payment details to make sure customer accounts are accurate and up to date.
- Document all interactions, resolutions, and recurring issues thoroughly in the support system.
- Collaborate with finance, risk, and product teams to resolve complex cases and improve support processes.
- Contribute to the internal knowledge base by capturing common fixes, FAQs, and workflow improvements.
- Maintain a high standard of professionalism, empathy, and clear communication throughout the customer journey.
Required Qualifications
- Proven customer support experience within financial services, fintech, banking, or payments.
- Demonstrated experience handling large money movements, including seven-figure transactions, with a high degree of accuracy.
- Strong understanding of payment processing, transaction flows, refunds, chargebacks, and account reconciliation.
- Excellent attention to detail and sound judgment when handling sensitive financial information.
- Proficient written and verbal English communication skills.
- Comfortable working with ticketing systems, CRMs, and internal financial tools.
- Ability to work independently in a fully remote environment and manage a steady volume of inquiries.
- Availability to work during U.S. business hours.
Nice to Have
- Familiarity with AML, KYC, and fraud prevention practices.
- Experience with support platforms such as Zendesk, Intercom, Freshdesk, or similar.
- Background in e-commerce, rewards programs, or digital gift card platforms.
- Working knowledge of Excel or Google Sheets for transaction tracking and reporting.
Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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