Customer Support Specialist

Key Responsibilities

• Deliver outstanding support to customers primarily via live chat, with occasional phone support.

• Handle end-to-end card-related inquiries: issuance, activation, replacement, limits, disputes, fraud alerts, and transaction issues.

• Troubleshoot technical issues related to card programs, mobile apps, and digital wallets.

• Escalate complex cases to internal teams while maintaining clear communication with customers.

• Accurately document interactions in the CRM and identify recurring issues to drive continuous improvement.

• Meet or exceed SLAs for response time and customer satisfaction (CSAT).

Must-Have Requirements

• Minimum 2+ years of customer support experience in Fintech, preferably with direct card issuance or payment processing platforms.

• Understanding of card issuance processes, including virtual cards, topping up processes.

• Proven track record supporting high-volume chat queues with excellent written communication.

• Strong problem-solving skills and empathy in high-pressure situations.

• Experience with Zendesk, Intercom, or similar support tools is a plus.

• Fluent English (Arabic is a plus).