Fincra

Customer Support

• Respond to customer inquiries via email, chat, and phone while ensuring prompt and accurate resolutions.
• Manage and prioritize tickets in Zendesk, ensuring compliance with SLAs and proper escalation when required.
• Provide merchants with accurate information, walkthroughs, and solutions to maximize platform usage.
• Identify recurring issues and share feedback with the Product and Engineering teams for improvement.
• Create and update help center articles and internal documentation based on customer interactions.
• Partner with internal teams (Product, Compliance, Engineering, and Merchant Success) to resolve complex customer concerns.

Customer Support Representative

Product Designer

• Design end-to-end flows and experiences across HQ, Kele, and core product tools.
• Collaborate with Product Marketing, DevRel, and Engineering on new Fincra.com.
• Own UX improvements for internal dashboards and requests.
• Ensure pixel-perfect handoff and design consistency across outputs.
• Participate in rituals, critiques, and standups across squads.

QA Engineer

• Validate the quality, reliability, and correctness of products, especially systems that move real money.
• Design and execute effective test strategies, identify defects early.
• Test end-to-end payment flows including wallets, payouts, retries, reversals, fees, and settlements.
• Validate REST APIs, request/response payloads, error handling.
• Verify wallet balances, debits, credits, and reconciliation across services.
• Use SQL queries to validate transactions, monitor ledger consistency.
• Test retries, duplicate requests, timeouts, and partial failures across systems.
• Identify, document, and track defects with clear reproduction steps.
• Contribute to automated tests for critical payment flows.
• Review requirements and proactively flag ambiguities, edge cases.
• Partner with Engineering, Product, Support, and Operations teams throughout the development lifecycle.

Customer Support Representative

Product Designer

Quality Assurance Engineer