Customer Support Specialist (Fintech)

Key Responsibilities

Deliver outstanding support to customers primarily via live chat, with occasional phone support.

Handle end-to-end card-related inquiries: issuance, activation, replacement, limits, disputes, fraud alerts, and transaction issues.

Troubleshoot technical issues related to card programs, mobile apps, and digital wallets.

Escalate complex cases to internal teams while maintaining clear communication with customers.

Accurately document interactions in the CRM and identify recurring issues to drive continuous improvement.

Meet or exceed SLAs for response time and customer satisfaction (CSAT).

Must-Have Requirements

Minimum 2+ years of customer support experience in Fintech, preferably with direct card issuance or payment processing platforms.

Understanding of card issuance processes, including virtual cards, topping up processes.

Proven track record supporting high-volume chat queues with excellent written communication.

Strong problem-solving skills and empathy in high-pressure situations.

Experience with Zendesk, Intercom, or similar support tools is a plus.

Fluent English (Arabic is a plus).