Support Specialist

borderless™; United States; Hybrid; USD 30,000 - 55,000; Full time

Job summary

borderless™ is a global fintech company transforming how businesses move money across borders. We’re seeking a thoughtful Support Specialist to be a trusted point of contact for customers, troubleshoot payments, and collaborate with Operations, Sales & Marketing to resolve complex issues.

You’ll handle tickets, document interactions, and escalate where needed, while staying calm under pressure and delivering clear, non-technical explanations to non-technical users across multiple time zones.

Qualifications

• 1+ years of experience in customer support, technical support, operations, SaaS, fintech, or a similar customer-facing role.
• Excellent written and verbal communication skills.
• Strong attention to detail and the ability to accurately investigate issues involving financial transactions.
• Strong problem-solving and troubleshooting skills.
• Ability to manage multiple customer requests while prioritizing urgent or time-sensitive issues appropriately.
• Ability to take ownership of a problem rather than simply passing it to another team.
• Comfortable working independently in a fast-moving startup environment.
• Strong judgment and the ability to recognize when an issue should be escalated.
• Comfortable communicating with customers who may be frustrated, confused, or dealing with time-sensitive payment issues.
• Ability to learn new software, systems, and technical concepts quickly.
• Professional, respectful, and customer-focused communication style.

Responsibilities

• Manage customer support requests through ticketing and communication channels with timely, accurate, and thoughtful responses.
• Help customers troubleshoot issues related to payments, payouts, accounts, verification, platform functionality, and payment status.
• Clearly explain product functionality, payment processes, requirements, and next steps to customers.
• Take ownership of customer issues and follow through until a resolution is reached.
• Identify when an issue requires escalation and provide internal teams with clear, complete, and actionable information.
• Work closely with Operations, Sales & Marketing teams to help grow the company.
• Communicate technical or operational issues in a way that is easy for non-technical customers to understand.
• Document customer interactions, investigations, resolutions, and recurring issues accurately.
• Identify recurring support issues and patterns and communicate opportunities to improve the product, processes, and customer experience.
• Help create and improve internal documentation, FAQs, and customer-facing support materials.
• Help create content & sales materials based on learnings and direction from other cross-functional teams
• Provide feedback to Product and Operations teams based on real customer experiences.
• Maintain a high standard of professionalism when handling sensitive, urgent, or escalated customer situations.
• Help ensure customers receive a consistent and high-quality support experience as borderless™ continues to scale.

Skills

Customer support

SaaS experience

Attention to detail

Ownership mindset

Communication

Tools

CRM software

Ticketing system

APIs basics

Job description

borderless™ is a global payments platform that helps businesses and marketplaces send fast, simple, and scalable payouts around the world. Our platform enables businesses to pay recipients in 190+ countries through bank accounts, cards, and digital wallets. Customers can send payments through our intuitive dashboard, upload payments via CSV, or integrate directly through our customizable API. We combine global payment infrastructure with compliance, transparent pricing, and competitive foreign exchange rates to make international payments easier and more accessible.

Our mission is simple: to empower people to follow opportunity anywhere. We are building the infrastructure that makes moving money across borders faster, simpler, and more accessible. As a growing fintech company, we move quickly, solve problems together, and expect everyone on the team to take ownership of the customer experience.

About the Role

Support Specialist

Location: Hybrid or Remote

Employment Type: Contract

Company: borderless™

About borderless™

borderless™ is a global payments platform that helps businesses and marketplaces send fast, simple, and scalable payouts around the world. Our platform enables businesses to pay recipients in 190+ countries through bank accounts, cards, and digital wallets. Customers can send payments through our intuitive dashboard, upload payments via CSV, or integrate directly through our customizable API. We combine global payment infrastructure with compliance, transparent pricing, and competitive foreign exchange rates to make international payments easier and more accessible.

Our mission is simple: to empower people to follow opportunity anywhere. We are building the infrastructure that makes moving money across borders faster, simpler, and more accessible. As a growing fintech company, we move quickly, solve problems together, and expect everyone on the team to take ownership of the customer experience.

About the Role

We are looking for a Support Specialist to join our team and become a trusted point of contact for our customers. This role goes beyond answering support tickets. You will help customers navigate our platform, troubleshoot payment and account issues, investigate problems, and work closely with our Operations, Sales & Marketing teams to resolve complex issues.

The ideal candidate is highly responsive, detail-oriented, technically curious, and comfortable taking ownership of a problem from start to finish. You should be able to communicate clearly with customers, stay calm when handling difficult situations, and know when and how to elevate an issue.

Because we operate in global payments, accuracy and attention to detail are critical. A small mistake can have a significant impact on a customer's business or their recipient's ability to receive funds.

What You'll Do

• Manage customer support requests through our ticketing and communication channels with a focus on timely, accurate, and thoughtful responses.
• Help customers troubleshoot issues related to payments, payouts, accounts, verification, platform functionality, and payment status.
• Clearly explain product functionality, payment processes, requirements, and next steps to customers.
• Take ownership of customer issues and follow through until a resolution is reached.
• Identify when an issue requires escalation and provide internal teams with clear, complete, and actionable information.
• Work closely with Operations, Sales & Marketing teams to help grow the company.
• Communicate technical or operational issues in a way that is easy for non-technical customers to understand.
• Document customer interactions, investigations, resolutions, and recurring issues accurately.
• Identify recurring support issues and patterns and communicate opportunities to improve the product, processes, and customer experience.
• Help create and improve internal documentation, FAQs, and customer-facing support materials.
• Help create content & sales materials based on learnings and direction from other cross-fundtional teams
• Provide feedback to Product and Operations teams based on real customer experiences.
• Maintain a high standard of professionalism when handling sensitive, urgent, or escalated customer situations.
• Help ensure customers receive a consistent and high-quality support experience as borderless™ continues to scale.

What We're Looking ForRequired

• 1+ years of experience in customer support, technical support, operations, SaaS, fintech, or a similar customer-facing role.
• Excellent written and verbal communication skills.
• Strong attention to detail and the ability to accurately investigate issues involving financial transactions.
• Strong problem-solving and troubleshooting skills.
• Ability to manage multiple customer requests while prioritizing urgent or time-sensitive issues appropriately.
• Ability to take ownership of a problem rather than simply passing it to another team.
• Comfortable working independently in a fast-moving startup environment.
• Strong judgment and the ability to recognize when an issue should be escalated.
• Comfortable communicating with customers who may be frustrated, confused, or dealing with time-sensitive payment issues.
• Ability to learn new software, systems, and technical concepts quickly.
• Professional, respectful, and customer-focused communication style.

Nice to Have

• Experience working in fintech, payments, banking, financial services, or SaaS.
• Familiarity with ticketing systems, CRM platforms, and customer support tools.
• Basic understanding of APIs, webhooks, CSV files, dashboards, or other software concepts.
• Experience working with technical or engineering teams to troubleshoot customer issues..
• Experience working with customers or teams across different countries and time zones.

What Makes Someone Successful in This Role

You don't need to know everything when you join. We care more about how you approach problems.

A successful Support Specialist at borderless™:

• Takes ownership — You don't stop at "I escalated this." You follow the issue through to resolution.
• Thinks critically — You investigate before making assumptions and use available information to determine what actually happened.
• Communicates clearly — You can explain a complicated payment or technical issue in simple terms.
• Has strong attention to detail — You understand that accuracy matters when dealing with people's money.
• Stays calm under pressure — You can handle urgent or difficult customer situations professionally.
• Is curious — You want to understand how the product works and why something happened, not just follow a script.
• Looks for patterns — You don't just solve individual tickets; you identify recurring problems and help us prevent them.
• Works collaboratively — You know when to involve Operations, Engineering, Product, or Compliance and give those teams the information they need to help.

Why Join borderless™?

You'll join a growing fintech company working on a problem that affects businesses and individuals around the world. As part of the team, you'll have a direct impact on our customers and the product itself. Your feedback won't simply disappear into a ticket queue, you'll have the opportunity to influence how we build our platform, improve our processes, and scale our customer experience.

You'll also gain exposure to global payments, fintech operations, compliance, technology, and SaaS, while working alongside a team building infrastructure for the future of cross-border payments.

Equal Opportunity

borderless™ is committed to building an inclusive and diverse workplace. We evaluate candidates based on their skills, experience, and ability to contribute to our team and do not discriminate based on protected characteristics.

• If you're excited about helping customers, solving problems, and building a better global payments experience, we'd love to hear from you.