Cloaked · 4 weeks ago
Customer Support Specialist, Pay Team
United States
Full-time
Remote
Mid Level
$30/hr - $40/hrCloaked is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. They are seeking experienced Support Specialists to deliver exceptional service in a high-trust environment, focusing on payment and account-related issues while ensuring operational accuracy and regulatory compliance.
InternetPrivacySoftware
Responsibilities
Provide expert-level support via phone, chat, and email, specializing in payment, verification, and account-related issues
Troubleshoot complex billing, subscription, and transaction discrepancies with precision and empathy
Collaborate closely with engineering, product, and risk teams to identify root causes and escalate bugs or system-level issues
Review and resolve sensitive cases involving security, identity verification, or high-value customer accounts
Maintain and improve Tier 3 workflows to enhance resolution efficiency and accuracy
Document solutions, share learnings, and contribute to the continuous improvement of the support knowledge base
Proactively spot trends and advocate for process or product changes that improve customer experience and reduce friction
Provide Tier 2–3 support for card and transaction-related issues (declines, refunds, disputes, settlement delays)
Execute operational tasks tied to KYC (Know-Your-Customer) verification, suspicious transactions, chargebacks, collections, and reconciliation
Collaborate with product and compliance teams to ensure responses meet regulatory and partner bank requirements
Maintain accurate documentation for all escalations and operational actions
Qualification
Required
Extensive 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.)
Strong phone support and escalation-handling skills, with proven ability to de-escalate sensitive customer situations
Excellent written and verbal communication; able to clearly explain technical and financial concepts to non-technical users
Familiarity with tools such as Jira, Zendesk, Intercom, Stripe, or other payment gateways
Strong problem-solving and analytical mindset — comfortable reviewing logs, dashboards, or transaction data to identify anomalies
High discretion and professionalism when handling confidential or regulated customer information
Ability to work independently and maintain high performance as a remote contractor, including occasional weekend shifts
Preferred
Prior experience with card issuing platforms (Patriot, Lithic, Marqeta, Galileo, Unit, etc.)
Experience supporting credit, prepaid, or charge card products
Experience with identity verification, fraud prevention, or chargeback management
Background in privacy tech, cybersecurity, or digital identity protection
Prior work in a startup or scaling FinTech environment
Company
Cloaked
Cloaked is a consumer-first privacy company that enables individuals to take control of their personal data with unlimited identities.
Founded in 2020
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$29MKey Investors
Human Capital
2022-03-29Series A· $25M
2022-01-18Seed· $4M
2021-04-01Seed
Leadership Team
Arjun Bhatnagar
Co-Founder & Chief Executive Officer
Abhijay Bhatnagar
Co-Founder
Recent News
General Catalyst
2025-12-18
2025-07-23
Company data provided by crunchbase