Client Support Representative (Remote, US)

About the Role We're growing the customer success function at a fintech startup. We're seeking a Client Support Representative who will be the first line of support for our clients. This role is critical in ensuring a seamless experience by handling incoming phone calls and support tickets with urgency and care. You'll also assist with daily operational reports and play a key role in identifying and escalating high-priority issues such as card declines, account access issues, and fraud. As a Client Support Representative, you'll work directly alongside our Customer Success Manager, supporting a growing portfolio of clients across commercial card and accounts payable products. You'll own day-to-day client interactions, help manage our inbound support line, and get hands-on exposure to every part of the payments stack we're building. Startup environment: You'll be doing real work from day one — not shadowing or ticket triaging. If you're looking for a place to build something and grow with it, this is that opportunity. Work arrangement: Fully remote (US) What You'll Do Support day-to-day client relationships across a portfolio of commercial card and accounts payable clients, under the guidance of the Customer Success Manager. Cover the inbound client support phone line during business hours — fielding questions, logging issues, and resolving common card operations problems independently. Handle first-level support requests: card issuance questions, authorization inquiries, transaction research, and basic dispute intake. Escalate complex processor-side or compliance-related issues to the CSM with full context and documentation. Maintain accurate client records, support logs, and issue tracking across internal systems. Assist in preparing client-facing materials — onboarding guides, QBR supporting data, and program update communications. Help document support processes and resolution workflows as the team scales. Stay current on product updates, payment network changes, and new channels as they launch — you'll be a key part of bringing clients along. Requirements Bachelor's degree required; a focus in Business, Finance, or a related field is preferred or equivalent experience strongly demonstrating the competency. 4–6 years in a client-facing customer support role within banking, fintech, or financial services. Practical understanding of commercial card programs — how cards are issued, managed, and supported at a bank or processor level is a major plus....

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