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Customer Success Representative – Commercial Cards
ZactClient Support Representative for a fintech startup managing customer inquiries via phone and support tickets. Assisting the Customer Success Manager and maintaining client relationships.
Tech Stack
Tools & technologiesRuby on Rails
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Client SupportCard IssuanceTransaction ResearchDispute ResolutionPayment Rails (ACH, Wire)Virtual Card ProgramsExpense Management ToolsSupport Process DocumentationIssue TrackingDetail Orientation
Soft Skills
ProfessionalismCalm Under PressureAdaptabilityCuriosityFollow-Through