Client Support Representative (Remote, US)

Zact; Town of Saratoga (NY); Remote; USD 52,000 - 78,000; Full time

Job summary

Zact seeks a Client Support Representative to be the first line of contact for our growing fintech clients. You will handle inbound calls and support tickets with urgency and care, and assist the Customer Success Manager with daily operational tasks.

You will own day-to-day client interactions across commercial card and AP products, log issues, assist with onboarding materials, and help document support processes as the team scales. This fully remote role is US-based.

Qualifications

• Bachelor's degree required; focus in Business, Finance, or related field preferred or equivalent experience.
• 4–6 years in a client-facing customer support role within banking, fintech, or financial services.

Responsibilities

• 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.

Skills

Customer support experience

Communication skills

Attention to detail

Adaptability

Education

Bachelor's degree

Tools

Zendesk

Job description

About the Role

We're growing the customer success function at a fintech startup. We're seeking a Client Support Representative who will be the first line of support for our clients. This role is critical in ensuring a seamless experience by handling incoming phone calls and support tickets with urgency and care. You'll also assist with daily operational reports and play a key role in identifying and escalating high-priority issues such as card declines, account access issues, and fraud. As a Client Support Representative, you'll work directly alongside our Customer Success Manager, supporting a growing portfolio of clients across commercial card and accounts payable products. You'll own day-to-day client interactions, help manage our inbound support line, and get hands‑on exposure to every part of the payments stack we're building. Startup environment: You'll be doing real work from day one — not shadowing or ticket triaging. If you're looking for a place to build something and grow with it, this is that opportunity. Work arrangement: Fully remote (US)

What You'll Do

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

• Bachelor's degree required; a focus in Business, Finance, or a related field is preferred or equivalent experience strongly demonstrating the competency.
• 4–6 years in a client‑facing customer support 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 calm and professionalism, even when the client is frustrated.
• Strong written and verbal communication — clear, concise, and appropriate for a business banking.
• Detail‑oriented, and excellent follow‑through — you close the loop and don't let things fall through the cracks.
• Adaptable and curious, must be comfortable with evolving products and processes in a startup environment.

Preferences

• 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 community or regional banks, or financial services‑adjacent fintech.

Growth Path

This role is designed with upward mobility in mind. As our product channels expand — across commercial cards, ACH, virtual cards, and AP automation — you'll gain hands‑on experience across all of them. CSR → Customer Success Manager is the intended trajectory. We'll invest in your growth from the start — through mentorship from the CSM, exposure to product and ops teams, and direct client ownership as you're ready for it.

Who You Are

You know enough about how banks work to speak credibly with commercial clients — and you're eager to learn what you don't know yet. You take ownership of your work — if a client issue lands with you, you see it through. You thrive in environments where the playbook is still being written. You're a team player who can work independently — in a small team, both matter equally.