Responsibilities
- Resolve complex debit card and banking issues (card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations)
- Own Reg E/EFTA disputes end-to-end; gather evidence, draft customer communications, liaise with issuing bank/processor, monitor SLAs, and follow through to resolution
- Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step-up, velocity controls, card reissue)
- Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first-contact resolution
- Serve as a QA bar-raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training
- Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer-back input for roadmap
- Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side-conversations, and reporting; explore bots/LLM-assisted replies where appropriate
Benefits
- Competitive salary and equity
- Comprehensive insurance (medical/dental/vision) — 100% covered
- Stipend for your ideal remote set-up
- Flexible hours and a supportive remote environment
- Unlimited vacation: Take time when you need it (and we really mean it!)
- 401(k) retirement plan
- Monthly wellness benefit
- Weekly meal benefit
- Global off-sites
Additional Information
- First impressions matter: Wallets are responsible for a user's first impression with crypto and onboarding new users into crypto
- Make crypto easier to navigate: Wallets help users discover and navigate crypto
- We live in a multi-chain world: Supporting Solana, Ethereum, Polygon, and Bitcoin with more networks to come
- Professional discretion and adherence to security/privacy standards are required
- You’ll work on confidential, unreleased offerings
- Flexible hours
- Remote work supported
- Global off-sites
- Background in blockchain/crypto is a plus
- Diverse perspectives encouraged
- Automated tools including AI systems may be used in hiring process
- Application materials handled securely in accordance with data protection laws
