Customer Support Agent

Modak is a US-based fintech platform leveraging the power of finance and technology to empower kids and teens to reach their full potential. We pursue this mission by offering a gamified fintech and learning ecosystem - with Visa debit cards, family checking accounts, payment network, and AI-powered and embedded financial literacy. We build for scale and security using leading technologies and best practices that power thousands of API calls per day (and scaling rapidly!).

We are a global company, with teams across the US, Latam and India. We do in person retreats every 3-4 months. If you are hungry to learn, humble to work with, and hustle like no one else, we would love to hear from you - especially if you are living in the US, Colombia, Argentina, Brazil or India.

Modak is currently at the Series A stage, having raised $19M from leading investors, including Notable Capital (Airbnb, Anthropic, Square, TikTok, Coinbase), Nazca (Kavak, Justo), Monashees (Rappi, Loft), ONE VC, Maya Capital, and more than 40 other top angel investors, founders, and operators across the US, India, and Latin America.

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 thinking on this topic.

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 calls for strong multitasking abilities and the agility to navigate multiple platforms efficiently to solve problems in real time.

You’ll also play a key role as the voice of the user, collaborating with cross-functional teams, including Product, Data, Engineering, and Operations to improve our product and overall user experience.

As part of an early-stage startup, 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.

Beyond user interactions, you’ll contribute to our fraud prevention efforts monitoring transactions, supporting dispute resolution, and assisting with initiatives that ensure a safe and 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

• At least 1 year 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