Remote Client Support Specialist - FinTech

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

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.