Overview
Customer Service Representative Jobs in United States at Zact
Title: Customer Service Representative
Company: Zact
Location: United States
Customer Success Representative
Payments & Commercial Cards — Remote (US) — Full-Time
Role type: Individual contributor Experience: 4–6 years
About the Role
We’re growing the customer success function at a fintech startup.
We’re seeking a Client Support Representative who will be the first line of support for our clients.
This role is critical in ensuring a seamless experience by handling incoming phone calls and
support tickets with urgency and care. You’ll also assist with daily operational reports and play a
key role in identifying and escalating high-priority issues such as card declines, account access
issues, and fraud.
As a Customer Success Representative, you’ll work directly alongside our Customer Success
Manager, supporting a growing portfolio of clients across commercial card and accounts payable
products. You’ll own day-to-day client interactions, help manage our inbound support line, and get
hands-on exposure to every part of the payments stack we’re building — with a clear path to grow
into a full CSM role as our product channels expand.
Startup environment: You’ll be doing real work from day one — not shadowing or ticket triaging. If you’re looking for a place to build something and grow with it, this is that opportunity.
Work arrangement: Fully remote (US)
What You’ll Do
● 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 — you’ll be a key part of bringing clients along.
Requirements & Preferences
● Required ★ Preferred / nice to have
● Bachelor’s degree required; a focus in Business, Finance, or a related field is preferred but not
required if experience strongly demonstrates the competency.
● 4–6 years in a client-facing role within banking, fintech, or financial services.
● Practical understanding of commercial card programs — how cards are issued, managed, and
supported at a bank or processor level is a major plus.
● Familiarity with accounts payable workflows and how commercial clients use card programs to
manage vendor payments.
● Comfortable on the phone — you can handle a live support call with professionalism and
calm, even when the client is frustrated.
● Solid written communication — clear, concise, and appropriate for a business banking
audience.
● Detail-oriented with good follow-through — you close the loop and don’t let things fall through
the cracks.
● Adaptable and curious — comfortable with evolving products and processes in a startup
environment.
★ Experience supporting clients on any of the major processor-based card platform (disputes,
card controls, back-office tools).
★ Exposure to ACH, wire, or other payment rails — especially in a support or operations context.
★ Familiarity with virtual card programs, expense management tools, or AP automation
platforms.
★ Prior use of CRM or CS tools (Zendesk or similar).
★ Experience at a community bank, regional bank, or bank-adjacent fintech.
Growth Path
This role is designed with upward mobility in mind. As our product channels expand — across
commercial cards, ACH, virtual cards, and AP automation — you’ll gain hands-on experience
across all of them.
CSR → Customer Success Manager is the intended trajectory. We’ll invest in your growth from the start — through mentorship from the CSM, exposure to product and ops teams, and direct client ownership as you’re ready for it.
Who You Are
• You know enough about how banks work to speak credibly with commercial clients — and
you’re eager to learn what you don’t know yet.
• You take ownership of your work — if a client issue lands with you, you see it through.
• You thrive in environments where the playbook is still being written.
• You’re a team player who can work independently — in a small team, both matter equally.
