**Senior Customer Support Agent – Cards & Banking, Live Chat – Remote Opportunity at arenaflex**

At arenaflex, we're revolutionizing the way millions of people interact with the crypto ecosystem. Our self-custodial wallet offers a seamless, unified experience for managing accounts and tokens across various blockchain networks, empowering users with a single, convenient solution. By integrating cutting-edge security features and launching innovative tools for an enhanced personalized user experience, arenaflex is able to provide a next-generation, safe, and easy-to-use self-custodial wallet for everyone. This strategy has allowed arenaflex to achieve significant milestones, including surpassing 16 million monthly active users, reaching #1 in the Google Play Store finance category, and consistently trending as a Top 50 app across all categories. As a Senior Customer Support Agent, you'll play a critical role in leading best-in-class live chat support for debit cards and banking, handling complex, sensitive issues in real-time, coaching teammates, and continuously improving how we support customers. **About arenaflex** arenaflex is a team of experienced builders in the blockchain and crypto industry. Our journey began from users seeking an easy, seamless path to accessing the crypto ecosystem. This passion fueled our exponential growth, allowing us to onboard over 16M+ active users in just over three years, with our user base growing weekly. Our dedication to a secure and seamless user experience has made us the leading wallet on Solana, as well as our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user base. By staying at the forefront of technology and user expectations, we continue to innovate and set industry standards on self-custodial crypto wallets. With a focus on the wallet experience, we're shaping the future of innovation and helping to supercharge the growth of the entire ecosystem. **Responsibilities** As a Senior Customer Support Agent, you'll be responsible for: * Expert Live Chat Support: Resolve complex debit card and banking issues, including card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations. * Investigations & Disputes: Own Reg E/EFTA disputes end-to-end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution. * Risk & Fraud Triage: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step-up, velocity controls, card reissue). * Process & Content: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first-contact resolution. * Quality & Coaching: Serve as a QA bar-raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training. * Cross-Functional Partnering: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer-back input for roadmap. * Tooling & Automation: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side-conversations, and reporting; explore bots/LLM-assisted replies where appropriate. **Qualifications** To be successful in this role, you'll need: * Experience: 4-7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge-level service. * Domain Knowledge: Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP). * Compliance Mindset: Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications. * Communication: Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy. * Critical Thinking: Strong troubleshooting, pattern recognition, and decision-making under time pressure; can navigate ambiguity and incomplete data. * Systems: Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence). * Collaboration: History of partnering with Product/Eng to ship improvements based on support insights. * Nice to Have (Big Plus): Crypto support experience (self-custody wallets, on-chain transfers, stablecoins, fees/gas, EVM/Solana basics); experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks). **Opportunity** We're a remote-friendly company, and we're committed to creating a supportive and inclusive environment for our team members. As a Senior Customer Support Agent, you'll have the opportunity to: * Work with a talented team of experienced builders in the blockchain and crypto industry. * Contribute to the growth and success of a leading self-custodial wallet. * Develop your skills and expertise in customer support, risk and fraud triage, and process improvement. * Collaborate with cross-functional teams to drive innovation and improvement. * Enjoy a competitive salary and equity package, comprehensive insurance, stipend for your ideal remote set-up, flexible hours, and unlimited vacation. **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 **How to Apply** If you're a seasoned support professional with a passion for customer experience and a drive to innovate, we encourage you to apply. Please submit your resume and application materials, and we'll review them carefully. We're committed to building an inclusive, supportive place for you to do the best work of your career. By submitting your application, you acknowledge and agree that arenaflex may use automated tools, including AI systems, and may engage trusted third-party service providers to process your application and ensure an efficient hiring process. arenaflex does not sell your information, and your materials will be handled securely and in accordance with applicable data protection laws. Apply to this job Apply for this job