[Hiring] Customer Support Specialist REMOTE USA

Position: Customer Support Specialist

Date Posted: December 4, 2025

Industry: FinTech / Privacy Technology / Customer Support

Employment Type: Full Time (Contractor, ~40 hours/week)

Experience: Extensive background in FinTech, banking, or payments-related customer support

Qualification: Estimated Qualification: Bachelor Degree holder or equivalent experience in FinTech, payments, or related field

Location: United States (REMOTE)

Company: Cloaked

Description:
Cloaked, a privacy-focused startup, is seeking skilled Customer Support Specialists to join our mission-driven team dedicated to protecting consumer privacy online. Our product provides users with a virtual “cloak” to control personal data shared across websites, ensuring secure and private digital experiences.

The role involves providing exceptional support to users managing sensitive financial interactions, ensuring operational accuracy and regulatory compliance across the Cloaked Pay ecosystem. This position is fully remote, requiring self-discipline, high performance, and occasional weekend shifts.

Key Responsibilities:

• Provide expert-level support via phone, chat, and email, specializing in payments, verification, and account issues
• Troubleshoot complex billing, subscription, and transaction discrepancies with precision and empathy
• Collaborate with engineering, product, and risk teams to escalate and resolve system-level issues
• Handle sensitive cases involving security, identity verification, and high-value accounts
• Maintain and improve Tier 3 workflows for efficiency and accuracy
• Document solutions and contribute to the support knowledge base
• Identify trends and advocate for product or process improvements
• Provide Tier 2–3 support for card and transaction issues including declines, refunds, disputes, and settlement delays
• Execute operational tasks tied to KYC verification, suspicious transactions, chargebacks, collections, and reconciliation
• Ensure responses meet regulatory and partner bank requirements
• Maintain accurate documentation for all escalations and operational actions

Requirements:

• Proven experience in FinTech, banking, or payments support resolving complex billing or compliance issues
• Strong phone support and escalation-handling skills
• Excellent written and verbal communication; ability to explain technical and financial concepts to non-technical users
• Familiarity with Jira, Zendesk, Intercom, Stripe, or similar payment platforms
• Strong analytical and problem-solving skills; comfortable reviewing logs, dashboards, and transaction data
• High discretion and professionalism with confidential or regulated information
• Ability to work independently in a remote environment

Nice to Have:

• Experience with card issuing platforms (Patriot, Lithic, Marqeta, Galileo, Unit, etc.)
• Support experience with credit, prepaid, or charge card products
• Knowledge of identity verification, fraud prevention, or chargeback management
• Background in privacy tech, cybersecurity, or digital identity protection
• Prior experience in a startup or scaling FinTech environment

Core Values:

• Precision and accountability in resolving complex issues
• Empathy and patience with high-stakes customer concerns
• Cross-team collaboration for consistent user experiences
• Curiosity and continuous learning about emerging technologies in payments and privacy

                                                      

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