Support day-to-day client relationships across a portfolio of commercial card and accounts payable clients, under the guidance of the Customer Success Manager.
Cover the inbound client support phone line during business hours — fielding questions, logging issues, and resolving common card operations problems independently.
Handle first-level support requests: card issuance questions, authorization inquiries, transaction research, and basic dispute intake.
Escalate complex processor-side or compliance-related issues to the CSM with full context and documentation.
Maintain accurate client records, support logs, and issue tracking across internal systems.
Assist in preparing client-facing materials — onboarding guides, QBR supporting data, and program update communications.
Help document support processes and resolution workflows as the team scales.
Stay current on product updates, payment network changes, and new channels as they launch — you'll be a key part of bringing clients along.

Bachelor's degree required; a focus in Business, Finance, or a related field is preferred but not required if experience strongly demonstrates the competency.
4–6 years in a client-facing role within banking, fintech, or financial services.
Practical understanding of commercial card programs — how cards are issued, managed, and supported at a bank or processor level is a major plus.
Familiarity with accounts payable workflows and how commercial clients use card programs to manage vendor payments.
Comfortable on the phone — you can handle a live support call with professionalism and calm, even when the client is frustrated.
Solid written communication — clear, concise, and appropriate for a business banking audience.
Detail-oriented with good follow-through — you close the loop and don't let things fall through the cracks.
Adaptable and curious — comfortable with evolving products and processes in a startup environment.
Experience supporting clients on any of the major processor-based card platform (disputes, card controls, back-office tools).
Exposure to ACH, wire, or other payment rails — especially in a support or operations context.
Familiarity with virtual card programs, expense management tools, or AP automation platforms.
Prior use of CRM or CS tools (Zendesk or similar).
Experience at a community bank, regional bank, or bank-adjacent fintech.

Customer Success Representative – Commercial Cards

Key skills