Customer Support Lead

About Finfare

Finfare is dedicated to empowering SMBs, by providing the ultimate expense management solution for growing businesses seeking to streamline their financial operations and maximize cash back rewards. Finfare offers easy expense tracking, personalized spend controls, seamless accounting integration, powerful analytics, and reliable charge card services. Our cardholders can tap into our vast network of reward program publishers and card-linked merchant offers, ensuring even bigger cash back rewards for their business.

We are always working on redefining the boundaries of digital financial services and aim to stay one step ahead in the ever-evolving fintech landscape. Joining Finfare allows you to become part of a rapidly growing organization, grow to your full potential, and be a part of the next big thing. Finfare is proud to be recognized as a Great Place To Work recipient in 2024, with a majority of our employees praising Finfare’s strong internal culture and supportive team members.

About the Role

As the Customer Support Lead, you will be responsible for overseeing all customer-facing interactions, ensuring a seamless and high-quality support experience across multiple channels (phone, chat, email, etc.). In this role, you will lead efforts to deliver exceptional service, strengthen customer relationships, and enhance brand loyalty. We’re looking for a customer-focused, adaptable professional who can manage all aspects of hands-on support, including customer inquiries, complaint resolution, dispute management, fraud alert investigations, and CRM platform oversight. You will play a key role in optimizing support operations, improving customer satisfaction, and collaborating with cross-functional teams to drive continuous improvements. Your ability to prioritize effectively while maintaining a customer-first approach will be essential to the success of our expanding suite of financial products, starting with our commercial charge card and expense management.

Responsibilities

● Manage all customer-facing interactions across multiple support channels, ensuring a seamless and high-quality customer experience.
● Own, handle, and resolve complex inquiries, issues, and disputes with professionalism and efficiency.
● Work with coworkers, management, and other departments to coordinate problem-solving in an effective and timely manner.
● Monitor and respond to transaction fraud alerts, conducting investigations and collaborating with internal teams to mitigate risks.
● Manage and optimize the CRM platform to enhance support operations and ensure accurate customer data management.
● Collaborate with cross-functional teams, including product, compliance, and risk, to address customer needs and provide feedback on product enhancements.
● Develop and implement best practices, policies, and procedures to improve customer support operations and drive continuous improvement.

Qualifications and Requirements

● Proven track record of delivering exceptional customer service while managing multiple tasks efficiently.
● Ability to work between the hours of 5 AM to 5 PM PT, Monday–Friday.
Bachelor’s degree in communications, business, or a related field.
● 5+ years of frontline customer service experience in banking or payments.
● 2+ years of experience managing fraud alerts and dispute claims.
● Excellent verbal and written communication skills, with the ability to clearly convey information while managing competing demands.
● Strong interpersonal skills, with the ability to work collaboratively across teams while maintaining autonomy when needed.
● Exceptional problem-solving skills, with the ability to quickly assess, prioritize, and resolve issues dynamically.
● Highly adaptable and flexible, capable of shifting focus between multiple responsibilities without losing efficiency.
● Thrives in a fast-paced environment, maintaining accuracy, responsiveness, and high service standards under pressure.; 

Bonus Points

● Experience in fintech or startups, particularly in high-growth, fast-paced environments.
● Passion for direct customer interaction, with a strong focus on first-call resolution and customer satisfaction.
● Prior experience handling chargebacks, disputes, or transaction monitoring within a financial services setting.
● Familiarity with CRM platforms and customer support tools, with the ability to optimize workflows and improve efficiency.
● Strong analytical skills, with the ability to identify trends in customer issues and recommend process improvements.

Compensation

The salary range for this position is $55K-70K (depending on experience).

Benefits at Finfare

• Competitive health, vision, and dental benefits (cover