Customer Success Agent

You will play an important role in ensuring our customers have an excellent experience while maintaining the highest standards of compliance with our platform. You'll handle customer success and support operations, working closely with product, sales, and engineering teams. You'll serve as the first point of contact for customer questions via phone, email, and dashboard, troubleshoot account issues, guide customers through onboarding, and resolve inquiries efficiently. You'll also review new customer onboarding applications, write FAQs and internal playbooks, document and automate customer operation processes, and manage inbound support tickets and calls with professionalism and empathy.

Responsibilities

• Handle customer success and support operations, working closely with product, sales, and engineering teams
• Document and automate customer operation processes where possible
• Serve as a first point of contact for customer questions via phone, email, and dashboard
• Troubleshoot account issues, guide customers through onboarding, and resolve inquiries efficiently
• Review new customer onboarding applications
• Write FAQs and internal playbooks to make the customer experience faster and easier
• Manage inbound support tickets and calls with professionalism and empathy

Requirements

• 2+ years in financial services, customer support/success or sales/BDR experience preferred
• Strong attention to detail and excellent written/verbal communication skills
• Comfortable handling sensitive information and exercising discretion
• Ability to work independently, prioritize tasks, and meet deadlines
• Experience with Intercom, Pylon, or similar tools a plus but not required
• Familiarity with AML, KYB/KYC, or transaction monitoring preferred but not required
• Ability to work Day Shift - PST or EST hours (9am-6pm)