Customer Support Associate Customer Support Be the first line of contact for merchants and partners through Slack, email, and our ticketing tools Resolve customer inquiries around payments, payouts, settlements, and refunds with speed and empathy. Investigate transaction or account questions using internal tools and dashboards. Triage and escalate more complex technical issues to the Solutions Engineering or Product teams when needed. Keep customers informed with clear, confident updates throughout every request or issue. Product Knowledge & Feedback Learn Coinflow’s product deeply and continuously—becoming fluent in how payments and instant payouts work. Provide structured product feedback from customers to the Product team to help shape future features and improvements. Identify recurring pain points and work with the team to create documentation or process improvements to reduce them. Internal Collaboration Partner closely with Solutions Engineers, Product, and Operations to ensure smooth resolution of issues. Maintain and improve our internal documentation, FAQs, and customer runbooks. Contribute ideas to help scale our support experience as we grow.
1–2 years of experience in Customer Support, Customer Success, or Operations—preferably in fintech, SaaS, or payments. Excellent written and verbal communication—you’re clear, empathetic, and confident. Strong problem-solving mindset—you take ownership and find answers quickly. Curiosity and eagerness to learn how complex systems like payments and settlements work. Detail-oriented—you track every issue through to resolution and communicate with precision. Comfortable with data and tools; you don’t mind exploring dashboards or looking up transactions. Bonus: Experience or familiarity with APIs, React or Typescript.
Join a fast-scaling fintech at the forefront of real-time payments. Work directly with customers who are changing how money moves online. Learn from experienced leaders in fintech, product, and engineering. Be on track for quick promotion to leadership opportunities as the business grows. A culture built on transparency, ownership, and velocity.
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