Senior Customer Support Associate - Remote

Overview

This is a hands-on, high-impact role within our Customer Experience function. You’ll manage live customer accounts, lead service reviews, and work cross-functionally to ensure a seamless and value-driven experience for our clients.

In Short

• Own and manage a portfolio of live customer accounts, ensuring timely, high-quality responses to queries and support tickets
• Lead and deliver quarterly and monthly Service Reviews, partnering with Account Managers and Product teams
• Maintain deep product and domain knowledge to support customer needs
• Identify and escalate operational bottlenecks or recurring issues, collaborating with Product and Engineering for resolution
• Act as an escalation point for high-priority or sensitive customer issues
• Contribute to the continuous improvement of internal CX processes, documentation, and tooling

Requirements

• 4+ years’ experience in a customer-facing operational role within B2B SaaS or fintech environment
• Proven ability to manage live customer queries, including triage, resolution, and escalation
• Experience delivering formal Service Reviews or QBRs
• Strong written and verbal communication skills with the ability to clearly explain complex issues
• Cross-functional collaboration experience, particularly with Product, Engineering, and Sales
• Comfortable working in a remote-first, fast-paced scale-up environment

Benefits

• Opportunity to work in a fast-paced, innovative environment
• Engagement with diverse teams and projects
• Potential for professional development and growth
• Flexible working arrangements