Customer Success Representative – Commercial Cards (Remote, US)

About the Role We're growing the customer success function at a fintech startup. We're seeking a Customer Success Representative who will be the first line of support for our clients. This role is critical in ensuring a seamless experience by handling incoming phone calls and support tickets with urgency and care. You'll also assist with daily operational reports and play a key role in identifying and escalating high-priority issues such as card declines, account access issues, and fraud. As a Customer Success Representative, you'll work directly alongside our Customer Success Manager, supporting a growing portfolio of clients across commercial card and accounts payable products. You'll own day-to-day client interactions, help manage our inbound support line, and get hands-on exposure to every part of the payments stack we're building — with a clear path to grow into a full CSM role as our product channels expand. Startup environment: You'll be doing real work from day one — not shadowing or ticket triaging. If you're looking for a place to build something and grow with it, this is that opportunity. Work arrangement: Fully remote (US) What You'll Do • 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. Requirements • Bachelor's degree or some college work 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. Preferences • 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. Growth Path This role is designed with upward mobility in mind. As our product channels expand — across commercial cards, ACH, virtual cards, and AP automation — you'll gain hands-on experience across all of them. CSR → Customer Success Manager is the intended trajectory. We'll invest in your growth from the start — through mentorship from the CSM, exposure to product and ops teams, and direct client ownership as you're ready for it. Who You Are • You know enough about how banks work to speak credibly with commercial clients — and you're eager to learn what you don't know yet. • You take ownership of your work — if a client issue lands with you, you see it through. • You thrive in environments where the playbook is still being written. • You're a team player who can work independently — in a small team, both matter equally.