Customer Support Agent

About us Modak is a US-based platform harnessing the power of fintech and gamification Founded with an audacious vision we aim to empower kids and teens to reach their full potential regardless of their background We pursue this mission by offering a gamified fintech and learning ecosystem that includes teen cards financial literacy programs and other valuable services We build for scale and security using the best technologies and enrich the user experience with a thriving community that supports each other Modak is trusted by over 20 000 families and growing by the day And for parents Modak is the ultimate peace of mind With our platform you can oversee your child s financial journey assign chores send allowances and so much more all while fostering a healthy relationship with money that lasts a lifetime Modak has secured an impressive 19 million USD in funding thanks to the backing of industry giants like Notable Capital Nazca Monashees One VC Maya Capital and a league of 30 visionary angel investors and venture capitalists across the globe Responsibilities and qualifications We want to highlight that only some have all the skills that match a job description None of us did We value diverse experiences and while having the desired qualifications make for a strong candidate we encourage applicants with alternative backgrounds to also apply We strive for a diverse inclusive workplace environment Here s more about our team s About the Role As a Customer Success Specialist you ll be on the frontlines of our support experience helping users through our social media channels and Customer Support chat This role requires strong multitasking skills and the ability to navigate multiple platforms efficiently to solve problems in real-time You will also play a critical role in the company by being the voice of the user to improve our product and the overall user experience by working with cross-functional teams such as product data engineering operations to achieve this Being part of an early-stage startup means your responsibilities will evolve as we grow You ll have the opportunity to gain hands-on experience across different areas helping you discover and develop your strengths In addition to user interactions you ll contribute to fraud prevention efforts monitoring transactions supporting dispute resolution and assisting in initiatives that ensure a safe seamless experience for our users What You ll Be Doing Respond to users via social media and live chat with empathy clarity and speed Troubleshoot issues across multiple platforms simultaneously Monitor transactions to detect suspicious or unusual activity Assist in resolving chargebacks and disputes Collaborate with internal teams on fraud prevention strategies Debugging Assist our product team in identifying and resolving bugs through submitting bug tickets What We re Looking For 0-2 years of experience ideally in customer service or support roles English fluency is mandatory Proactive curious and eager to learn across different topics Comfortable working with people from diverse backgrounds and cultures Strong cross-team communication and collaboration skills Organized and detail-oriented Able to handle and resolve conflict with tact and empathy Good technical and problem-solving abilities with a focus on fast resolution Bonus Points Previous BPO experience especially in chat-based campaigns Experience working with financial products or services for teens Modak is a US-based platform leveraging the power of fintech gamification and community to empower kids to reach their full potential