Customer Support Representative (financial background)

The role

You will handle customer and partner inquiries regarding accounts, payments, and transactions for a U.S.-based fintech company. This includes monitoring high-value money movements and resolving issues related to refunds, cashback, and account balances.

What you will do

• Respond to inbound customer inquiries via email, chat, and ticketing platform.
• 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.
• Identify, flag, and escalate suspicious activity, potential fraud, or transaction discrepancies.
• Reconcile transaction records and verify payment details.
• Document all interactions, resolutions, and recurring issues in the support system.
• Collaborate with finance, risk, and product teams to resolve complex cases.
• Contribute to the internal knowledge base.
• Maintain professionalism, empathy, and clear communication.

Required qualifications

• Proven customer support experience within financial services, fintech, banking, or payments.
• Demonstrated experience handling large money movements, including seven-figure transactions.
• 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.
• 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.

Before you apply

• Complete the application form in full.
• You will be required to record a video.
• If you do not record a video, you will not be considered for any open roles.

About the company

Hire Hangar connects top talent with vetted employers. They work with fast-growing global companies.