Customer Support Specialist – Card Services; Back-Office

Customer Support Specialist – Card Services (Back-Office)

We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world’s cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get.

We are a well‑capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, Capital One, Goldman Sachs) executives with top‑tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, Sci Fi VC, Caffeinated Capital, etc.

• Financial products (Square/Cash App, the earliest Capital One credit cards)
• Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages)
• Mathematics & science infrastructure (computational research at NASA’s JPL)

We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives.

• Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.
• Minimalist - we are spartan in our design, in our code, and even in our processes.
• Speed of execution - we move fast & value decisiveness. We think speed drives quality.

• Responding to customer queries in a timely & effective manner via Zen Desk or other customer support tools
• Documenting & logging issues (as well as customer compliments & complaints)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

MUST HAVE: Flood renewal and OFAC processing experience.

• At least 2 years (and above) of experience under a US Loan or Mortgage account handling Credit Card or Card services specific tasks
• Experienced in customer-facing roles in a loan or mortgage account
• Superb communication, collaboration, and problem‑solving skills.
• Proficiency, speed, and accuracy in written communication.
• Fluency, clarity, and good diction in English
• Experience using customer communication tools (Zen Desk), task management tools, Google Drive, and Email.
• Detail‑Oriented - we’re a financial services company so being correct about the details matter
• Bachelor's Degree or Bachelor's Degree or comparable work experience in financial services
• Flexibility to work US Pacific time 10 AM to 7 PM (with a 1‑hour break time in between)
• Must be presently residing in the Philippines

Location: HQ - Burlingame, CA (San Francisco Bay Area). Remote work - Rest of the US, Philippines