Experienced Customer Support Specialist – Debit Cards and Banking
Are you passionate about delivering exceptional customer experiences in the financial services industry? Do you thrive in fast-paced environments where no two conversations are the same? Look no further! arenaflex, a revolutionary company transforming the way people interact with the crypto ecosystem, is seeking a highly skilled Customer Support Specialist to join our team. As a key member of our support team, you will be the first point of contact for customers seeking assistance with debit cards and banking, providing fast, empathetic, and accurate support that exceeds their expectations.
About arenaflex
arenaflex is a trailblazing company that has disrupted the traditional financial services landscape by offering a seamless, unified experience for managing accounts and tokens across various blockchain networks. Our self-custodial wallet has empowered millions of users with a single, convenient solution for managing their digital assets. By integrating cutting-edge security features and innovative tools, we have created a next-generation wallet that is safe, easy to use, and accessible to everyone. Our commitment to innovation and user experience has led to significant milestones, including surpassing 16 million monthly active users, reaching #1 in the Google Play Store finance category, and consistently trending as a Top 50 app across all categories.
Role Description
As a Customer Support Specialist at arenaflex, you will be responsible for delivering exceptional live chat support to customers seeking assistance with debit cards and banking. Your primary focus will be on resolving common issues, triaging edge cases, and escalating clearly when necessary. This role is ideal for someone with experience in high-quality financial services support environments, such as cards, banking, brokerage, or payments. Experience at top-tier providers (e.g., Fidelity, Robinhood, premium card programs) is a plus, as is crypto knowledge or past work with crypto products.
Responsibilities
* Frontline Live Chat: Handle inbound chats for debit card and banking topics, including activation, PIN, card lock/unlock, balance/limits, declines, merchant pending/adjustments, replacement, travel notices, address updates, name updates, and basic account verification.
- Clear Triage & Escalation: Use runbooks and decision trees to determine next steps and create crisp internal notes with all required artifacts (screenshots, logs, merchant info) for Level 2/partner teams.
- Disputes Intake (Reg E/EFTA): Guide customers through dispute intake, collect evidence and forms, set expectations, and hand off to investigators.
- Risk & Fraud Awareness: Spot suspicious patterns (ATO signals, repeated declines, card present/not present anomalies) and escalate per policy.
- Documentation & Content: Propose updates to macros, runbooks, and help center articles based on chat learnings and tag feedback for Product and Risk.
- Tooling Mastery: Work efficiently in Zendesk (or similar) – shortcuts, macros, tags, views – to reduce handle time while maintaining quality.
- Quality & Voice: Deliver accurate, friendly, brand-aligned written communications, meet QA standards, and style guidelines.
Qualifications
* Experience: 1-3+ years in customer support for cards, banking, brokerage, or payments, including live chat experience.
- Domain Basics: Understanding of card lifecycle (auth vs. settlement), common decline reasons, charge/reversal timelines, and banking rails (ACH/wires/RTP at a high level).
- Compliance Awareness: Familiar with KYC/AML basics, OFAC screening conceptually, Reg E dispute fundamentals, and secure handling of PII.
- Communication: Fluent, crisp English; excellent written tone; 50+ WPM typing with high accuracy.
- Problem Solving: Organized troubleshooting, good judgment on when to escalate, and comfort operating with partial information.
- Systems: Proficiency with Zendesk (or similar), documentation tools (Notion/Confluence), and basic reporting/QA workflows.
- Nice to Have: Crypto support experience (wallet/send/receive basics; fees/gas; network differences such as Solana/EVM); exposure to card processors or sponsor banks (Marqeta/Galileo/Lithic) a plus.
Why Work with Us
Opportunity
Join a team of experienced builders in the blockchain and crypto industry who are passionate about creating a seamless, user-friendly experience for managing digital assets. Our journey began from users seeking an easy, seamless path to accessing the crypto ecosystem, and we have grown exponentially, onboarding over 16M+ active users in just over three years. Our dedication to a secure and seamless user experience has made us the leading wallet on Solana, and our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user base.
Benefits
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Competitive salary and equity
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Comprehensive insurance (medical/dental/vision) – 100% covered
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Stipend for your ideal remote set-up
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Flexible hours and a supportive remote environment
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Unlimited vacation: Take time when you need it (and we really mean it!)
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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
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. We're committed to building an inclusive, supportive place for you to do the best work of your career. By submitting your resume and application materials, 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