What are the responsibilities and job description for the Customer Support Specialist position at Cloaked?
Cloaked is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. Our vision is to create an internet that serves the needs of its users, first and foremost—with individual privacy and opt-in at the core. Our product is a virtual “cloak” that you use as you visit any website — Facebook, Amazon, etc. It lets you choose to share all, some, or none of your private information based on your personal preference. We’re looking for experienced Support Specialists who can deliver exceptional service in a high-trust, high-impact environment. You’ll work directly with users who rely on us to protect their privacy and manage sensitive financial interactions securely,ensuring operational accuracy and regulatory compliance across the Cloaked Pay ecosystem.This is a full-time contractor position (approximately 40 hours per week) for support professionals who bring FinTech or payments experience and thrive in fast-moving, regulatory and technical environments.What You’ll Do-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.What We're Looking For-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.Nice to Have-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.What We Value-Precision and accountability — you take ownership of complex issues until fully resolved.-Empathy and patience when dealing with high-stakes customer concerns.-Collaboration across teams to ensure consistent user experiences and accurate resolutions.-Curiosity and continuous learning about emerging technologies in payments and privacy.We are really excited about having you join our mission-driven team and help us build the future of online privacy!Our values Make the impossible, possibleMake it possible, quicklyMake it possible, respectfullyKeep consumer privacy paramountWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $19 - $25