Senior Customer Support Agent

This role involves leading live chat support for debit cards and banking, focusing on complex and sensitive issues.

• Provide expert-level support by resolving debit card and banking issues via live chat.
• Conduct investigations and manage disputes, owning Reg E/EFTA disputes from start to finish.
• Triage risk and fraud by identifying patterns and recommending solutions.

This role also involves creating and maintaining processes and content to improve customer support.

• Develop and maintain runbooks, macros, and help content to standardize workflows.
• Propose automations and decision trees to reduce handle time and increase resolution rates.
• Partner with various teams to improve products and policies and also improve support using software and automations.

The role includes being a quality bar-raiser and cross-functional partner.

• Review chats/tickets, deliver feedback, and mentor Tier 1 agents, also partner with Leads/Managers on training.
• Collaborate with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer-back input for roadmap.
• Recommend improvements in Zendesk, chat routing, reporting and automation.