[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Zact is a growing fintech startup focused on customer success. They are seeking a Customer Success Representative to provide support for clients, handle operational reports, and escalate high-priority issues while working closely with the Customer Success Manager.

Responsibilities

• 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

Skills

• Bachelor's degree required; a focus in Business, Finance, or a related field is preferred but not required if experience strongly demonstrates the competency
• 4–6 years in a client-facing 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
• Familiarity with accounts payable workflows and how commercial clients use card programs to manage vendor payments
• Comfortable on the phone — you can handle a live support call with professionalism and calm, even when the client is frustrated
• Solid written communication — clear, concise, and appropriate for a business banking audience
• Detail-oriented with good follow-through — you close the loop and don't let things fall through the cracks
• Adaptable and curious — comfortable with evolving products and processes in a startup environment
• Experience supporting clients on any of the major processor-based card platform (disputes, card controls, back-office tools)
• Exposure to ACH, wire, or other payment rails — especially in a support or operations context
• Familiarity with virtual card programs, expense management tools, or AP automation platforms
• Prior use of CRM or CS tools (Zendesk or similar)
• Experience at a community bank, regional bank, or bank-adjacent fintech

Company Overview