Senior Customer Support Agent – Cards & Banking, Live Chat

At arenaflex, we're revolutionizing the way millions of people interact with the crypto ecosystem. Our self-custodial wallet offers a seamless, unified experience for managing accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon, empowering users with a single, convenient solution. By integrating cutting-edge security features and launching innovative tools for an enhanced personalized user experience, arenaflex is able to provide a next-generation, safe and easy to use self-custodial wallet for everyone. This strategy has allowed arenaflex to achieve significant milestones, including surpassing 16 million MAU's, reaching #1 in the Google play store finance category, and consistently trending as a Top 50 app across all categories.

Join Our Team

We're looking for a seasoned Senior Customer Support Agent to lead best-in-class live chat support for debit cards and banking. As a key member of our support team, you'll handle complex, sensitive issues in real time, coach teammates, and continuously improve how we support customers. This role is ideal for a support professional from a top-tier financial services team with strong judgment, empathy, and process-building chops. Crypto experience is a major plus.

Responsibilities

As a Senior Customer Support Agent, you'll be responsible for:

• 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, KYC/EDD escalations.
• Investigations & Disputes: Own Reg E/EFTA disputes end-to-end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution.
• Risk & Fraud Triage: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step-up, velocity controls, card reissue).
• Process & Content: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first-contact resolution.
• Quality & Coaching: Serve as a QA bar-raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner 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; explore bots/LLM-assisted replies where appropriate.

Qualifications

To be successful in this role, you'll need:

• Experience: 4-7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge-level service.
• Domain Knowledge: Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP).
• Compliance Mindset: Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications.
• Communication: Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy.
• Critical Thinking: Strong troubleshooting, pattern recognition, and decision-making under time pressure; can navigate ambiguity and incomplete data.
• Systems: Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence).
• Collaboration: History of partnering with Product/Eng to ship improvements based on support insights.
• Nice to Have (Big Plus): Crypto support experience (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).

Why Work with Us

At arenaflex, we're passionate about building a secure and seamless user experience for the crypto ecosystem. We're a team of experienced builders who are dedicated to innovation and setting industry standards on self-custodial crypto wallets. Our journey began from users seeking an easy, seamless path to accessing the crypto ecosystem, and we've grown exponentially since then, onboarding over 16M+ active users in just over three years.

Benefits

We offer a competitive salary and equity package, as well as:

Comprehensive insurance

(medical/dental/vision) — 100% covered

Stipend for your ideal remote set-up

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Flexible hours and a supportive remote environment

* Unlimited vacation: Take time when you need it (and we really mean it!)

401(k) retirement plan

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Monthly wellness benefit

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Weekly meal benefit

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Global off-sites

Diversity, Equity, and Inclusion

We strongly encourage candidates of all different backgrounds to apply. We believe that our work is stronger with a variety of perspectives, and we're eager to further diversify our company. If you have a background that you feel would make an impact at arenaflex, please consider applying.

How to Apply

If you're passionate about customer support and crypto, we'd love to hear from you. Please submit your resume and application materials, and we'll review them carefully. By submitting your application, you acknowledge and agree that arenaflex may use automated tools, including AI systems, and may engage trusted third-party service providers to process your application and ensure an efficient hiring process. arenaflex does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws. Apply to this job Apply for this job