divh2Customer Support Specialist/h2pCloaked is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. Our vision is to create an internet that serves the needs of its users, first and foremostwith individual privacy and opt-in at the core. Our product is a virtual cloak that you use as you visit any websiteFacebook, Amazon, etc. It lets you choose to share all, some, or none of your private information based on your personal preference./ppWere looking for experienced Support Specialists who can deliver exceptional service in a high-trust, high-impact environment. Youll work directly with users who rely on us to protect their privacy and manage sensitive financial interactions securely, ensuring operational accuracy and regulatory compliance across the Cloaked Pay ecosystem. This is a full-time contractor position (approximately 40 hours per week) for support professionals who bring FinTech or payments experience and thrive in fast-moving, regulatory and technical environments./ppWhat Youll Do/pulliProvide expert-level support via phone, chat, and email, specializing in payment, verification, and account-related issues./liliTroubleshoot complex billing, subscription, and transaction discrepancies with precision and empathy./liliCollaborate closely with engineering, product, and risk teams to identify root causes and escalate bugs or system-level issues./liliReview and resolve sensitive cases involving security, identity verification, or high-value customer accounts./liliMaintain and improve Tier 3 workflows to enhance resolution efficiency and accuracy./liliDocument solutions, share learnings, and contribute to the continuous improvement of the support knowledge base./liliProactively spot trends and advocate for process or product changes that improve customer experience and reduce friction./liliProvide Tier 23 support for card and transaction-related issues (declines, refunds, disputes, settlement delays)./liliExecute operational tasks tied to KYC (Know-Your-Customer) verification, suspicious transactions, chargebacks, collections, and reconciliation./liliCollaborate with product and compliance teams to ensure responses meet regulatory and partner bank requirements./liliMaintain accurate documentation for all escalations and operational actions./li/ulpWhat Were Looking For/pulliExtensive background in FinTech, banking, or payments-related customer support, with direct experience resolving complex billing or compliance issues (e.g., cardholder disputes, chargebacks, and refunds in line with network or partner-bank SLAs.)/liliStrong phone support and escalation-handling skills, with proven ability to de-escalate sensitive customer situations./liliExcellent written and verbal communication; able to clearly explain technical and financial concepts to non-technical users./liliFamiliarity with tools such as Jira, Zendesk, Intercom, Stripe, or other payment gateways./liliStrong problem-solving and analytical mindsetcomfortable reviewing logs, dashboards, or transaction data to identify anomalies./liliHigh discretion and professionalism when handling confidential or regulated customer information./liliAbility to work independently and maintain high performance as a remote contractor, including occasional weekend shifts./li/ulpNice to Have/pulliPrior experience with card issuing platforms (Patriot, Lithic, Marqeta, Galileo, Unit, etc.)./liliExperience supporting credit, prepaid, or charge card products./liliExperience with identity verification, fraud prevention, or chargeback management./liliBackground in privacy tech, cybersecurity, or digital identity protection./liliPrior work in a startup or scaling FinTech environment./li/ulpWhat We Value/pulliPrecision and accountabilityyou take ownership of complex issues until fully resolved./liliEmpathy and patience when dealing with high-stakes customer concerns./liliCollaboration across teams to ensure consistent user experiences and accurate resolutions./liliCuriosity and continuous learning about emerging technologies in payments and privacy./li/ulpWe are really excited about having you join our mission-driven team and help us build the future of online privacy! Our values/pulliMake the impossible, possible/liliMake it possible, quickly/liliMake it possible, respectfully/liliKeep consumer privacy paramount/li/ulpWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us./p/div