Remote Fintech Client Support Specialist

Zact; Saratoga (CA); Remote; USD 52,000 - 76,000; Full time

Job summary

Zact is expanding its customer success function and seeks a Client Support Representative who will be the first line of contact for clients. You will handle inbound calls and tickets with urgency, log issues, and escalate high-priority problems such as card declines, access issues, and fraud.

This is a fully remote role in the United States. You will work with the Customer Success Manager, support a growing portfolio across commercial card and AP products, document processes, and contribute to

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.
• Practical understanding of commercial card programs — issued, managed, and supported at a bank or processor level is a plus.
• Familiarity with accounts payable workflows and how commercial clients use card programs to manage vendor payments.
• Comfortable on the phone with calm professionalism, even when clients are frustrated.
• Strong written and verbal communication suited for business banking.
• Detail-oriented with strong follow-through and accountability.

Responsibilities

• Support day-to-day client relationships across a portfolio of commercial card and AP clients under the guidance of the CSM.
• Cover the inbound client support phone line during business hours, field questions, log issues, and resolve 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 data, and program update communications.
• Help document support processes and resolution workflows as the team scales.
• Stay current on product updates and payment network changes, helping bring clients along.

Skills

Phone support

Card programs knowledge

Accounts payable familiarity

Strong communication

Documentation & logging

Startup experience

Education

Bachelor's degree

Tools

Zendesk

Job description

Zact is expanding its customer success function and seeks a Client Support Representative who will be the first line of contact for clients. You will handle inbound calls and tickets with urgency, log issues, and escalate high-priority problems such as card declines, access issues, and fraud.

This is a fully remote role in the United States. You will work with the Customer Success Manager, support a growing portfolio across commercial card and AP products, document processes, and contribute to