Senior Customer Support Agent – Expert Live Chat and Complex Issue Resolution for Debit Cards and Banking at blithequark

Introduction to blithequark blithequark is revolutionizing the way millions of people interact with the crypto ecosystem, offering a seamless and unified experience for managing accounts and tokens across multiple blockchain networks. With a strong focus on cutting-edge security features and innovative tools, blithequark provides a next-generation, safe, and easy-to-use self-custodial wallet for everyone. Having achieved significant milestones, including surpassing 16 million monthly active users and consistently trending as a top app, blithequark is now looking for a seasoned Senior Customer Support Agent to join its team. Job Overview As a Senior Customer Support Agent at blithequark, you will lead best-in-class live chat support for debit cards and banking, handling complex and sensitive issues in real-time, coaching teammates, and continuously improving customer support processes. This role is ideal for a seasoned support professional from a top-tier financial services team with strong judgment, empathy, and process-building skills. Experience in the crypto industry is a major plus, but not required. Key Responsibilities Expert Live Chat Support: Resolve complex debit card and banking issues, including card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, and KYC/EDD escalations. Investigations & Disputes: Own Reg E/EFTA disputes end-to-end, gathering evidence, drafting customer communications, liaising with the issuing bank/processor, monitoring SLAs, and following through to resolution. Risk & Fraud Triage: Identify patterns, escalate appropriately, and recommend mitigations to prevent account takeovers, friendly fraud, and mule activity. Process & Content: Create and maintain runbooks, macros, and help content, standardize workflows, and propose automations and decision trees to reduce handle time and increase first-contact resolution. Quality & Coaching: Serve as a QA bar-raiser, reviewing chats/tickets, delivering feedback, mentoring Tier 1 agents, and partnering with Leads/Managers on training. Cross-Functional Partnering: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer-back input for roadmap. Tooling & Automation: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side-conversations, and reporting, exploring bots/LLM-assisted replies where appropriate. Essential Qualifications To be successful in this role, you should have: 4-7+ years of experience in customer support for cards, banking, brokerage, or payments, with 2+ years handling complex live chat queues and/or concierge-level service. Domain knowledge of card lifecycle, dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP). A compliance mindset with working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications. Fluent, crisp English with superb written tone and 60+ WPM typing with high accuracy. Strong critical thinking, troubleshooting, pattern recognition, and decision-making under time pressure, with the ability to navigate ambiguity and incomplete data. Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence). A history of partnering with Product/Eng to ship improvements based on support insights. Preferred Qualifications While not required, the following qualifications are a big plus: Crypto support experience, including self-custody wallets, on-chain transfers, stablecoins, fees/gas, EVM/Solana basics. Experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks). Career Growth Opportunities and Learning Benefits At blithequark, we are committed to helping our employees grow and develop their skills. As a Senior Customer Support Agent, you will have the opportunity to: Work on confidential, unreleased offerings and contribute to the development of new products and services. Collaborate with cross-functional teams, including Product, Engineering, and Risk/Compliance, to drive business outcomes. Develop your leadership skills by coaching and mentoring junior team members. Stay up-to-date with the latest trends and technologies in the crypto and financial services industries. Work Environment and Company Culture blithequark is a remote-first company with a strong focus on flexibility, autonomy, and work-life balance. We believe in creating a supportive and inclusive environment that allows our employees to thrive. As a member of our team, you can expect: Flexible hours and a supportive remote environment. Unlimited vacation time and a monthly wellness benefit. A stipend for your ideal remote set-up and a weekly meal benefit. Global off-sites and team-building activities. A culture that values diversity, equity, and inclusion, with a strong commitment to building a team that reflects the diversity of our users. Compensation, Perks, and Benefits blithequark offers a competitive salary and equity package, as well as a range of perks and benefits, including: Comprehensive insurance (medical/dental/vision) — 100% covered. A 401(k) retirement plan and monthly wellness benefit. A stipend for your ideal remote set-up and a weekly meal benefit. Unlimited vacation time and flexible hours. Global off-sites and team-building activities. Conclusion If you are a seasoned customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join blithequark as a Senior Customer Support Agent. With your expertise and passion for delivering exceptional customer experiences, you will play a critical role in shaping the future of the crypto ecosystem. Don't miss out on this chance to be part of a innovative and fast-growing company that is revolutionizing the way people interact with crypto. Apply now and take the first step towards an exciting and rewarding career at blithequark!