Customer Support Representative (financial background)

hirehangar; South Africa; Remote; ZAR 180,000 - 320,000; Full time

Job summary

hirehangar is seeking a detail-oriented Customer Support Representative with a strong financial background to join a fast-growing U.S.-based fintech company. This fully remote role supports customers and partners on account, payment, and transaction inquiries, including high-value money movements, with precise, timely resolutions.

You will handle payments, refunds, and inquiries, collaborate with finance and risk teams, and contribute to knowledge base improvements in a fast-paced,

Qualifications

• Proven customer support experience within financial services, fintech, banking, or payments.
• Experience handling large money movements, including seven-figure transactions.
• Strong understanding of payment processing, transaction flows, refunds, chargebacks, and account reconciliation.
• Excellent attention to detail and sound judgment when handling sensitive financial information.
• Proficient written and verbal English communication skills.
• Comfortable working with ticketing systems, CRMs, and internal financial tools.
• Ability to work independently in a fully remote environment and manage a steady volume of inquiries.
• Availability to work during U.S. business hours.

Responsibilities

• Respond to inbound customer inquiries via email, chat, and ticketing platform with accurate, timely, and professional resolutions.
• Investigate and resolve issues related to payments, cashback rewards, gift card purchases, refunds, and account balances.
• Support and monitor high-value transactions and money movements, including seven-figure sums, with strict attention to accuracy and compliance.
• Identify, flag, and elevate suspicious activity, potential fraud, or transaction discrepancies to the appropriate internal teams.
• Reconcile transaction records and verify payment details to make sure customer accounts are accurate and up to date.
• Document all interactions, resolutions, and recurring issues thoroughly in the support system.
• Collaborate with finance, risk, and product teams to resolve complex cases and improve support processes.
• Contribute to the internal knowledge base by capturing common fixes, FAQs, and workflow improvements.
• Maintain a high standard of professionalism, empathy, and clear communication throughout the customer journey.

Skills

Customer support

High-value transactions

Payments knowledge

Attention to detail

English proficiency

Ticketing systems

Remote work

US hours

Tools

Zendesk

Intercom

Freshdesk

Job description

Role Overview

We are looking for a detail-oriented Customer Support Representative with a strong financial background to join a fast-growing U.S.-based fintech company. The company offers a cashback and payments app that lets users earn money back on everyday purchases by buying instant digital gift cards at checkout. In this role, you will support customers and partners on account, payment, and transaction inquiries, including high-value money movements, and deliver accurate, timely resolutions that build trust in the platform. If you are comfortable handling large sums with precision and care and you thrive in a fast-paced, customer-first environment, we want to hear from you.

What You'll Do

• Respond to inbound customer inquiries via email, chat, and ticketing platform with accurate, timely, and professional resolutions.
• Investigate and resolve issues related to payments, cashback rewards, gift card purchases, refunds, and account balances.
• Support and monitor high-value transactions and money movements, including seven-figure sums, with strict attention to accuracy and compliance.
• Identify, flag, and elevate suspicious activity, potential fraud, or transaction discrepancies to the appropriate internal teams.
• Reconcile transaction records and verify payment details to make sure customer accounts are accurate and up to date.
• Document all interactions, resolutions, and recurring issues thoroughly in the support system.
• Collaborate with finance, risk, and product teams to resolve complex cases and improve support processes.
• Contribute to the internal knowledge base by capturing common fixes, FAQs, and workflow improvements.
• Maintain a high standard of professionalism, empathy, and clear communication throughout the customer journey.

Required Qualifications

• Proven customer support experience within financial services, fintech, banking, or payments.
• Demonstrated experience handling large money movements, including seven-figure transactions, with a high degree of accuracy.
• Strong understanding of payment processing, transaction flows, refunds, chargebacks, and account reconciliation.
• Excellent attention to detail and sound judgment when handling sensitive financial information.
• Proficient written and verbal English communication skills.
• Comfortable working with ticketing systems, CRMs, and internal financial tools.
• Ability to work independently in a fully remote environment and manage a steady volume of inquiries.
• Availability to work during U.S. business hours.

Nice to Have

• Familiarity with AML, KYC, and fraud prevention practices.
• Experience with support platforms such as Zendesk, Intercom, Freshdesk, or similar.
• Background in e-commerce, rewards programs, or digital gift card platforms.
• Working knowledge of Excel or Google Sheets for transaction tracking and reporting.

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