About the Role
The Customer Support Representative serves as the first point of contact for users across all our financial products. The purpose of this role is to guide customers through onboarding, payments, virtual card, investment processes and other services; resolve technical and operational issues; ensure timely and complete resolutions; and deliver a consistently excellent customer experience. The role also provides reliable follow-up on escalations, supports compliance checks, and contributes to improving support systems and workflows.
Primary duties and responsibilities
Inbound Call Support (Primary Responsibility)
- Handle inbound customer calls professionally and efficiently
- Understand customer concerns and provide accurate resolutions on the first call whenever possible.
- Clearly explain processes, product features, and next steps to customers.
- Maintain a calm, empathetic, and customer-focused tone at all times
- Escalate complex or sensitive issues according to defined guidelines
Outbound Follow-Up Calls (Secondary Responsibility)
- During periods of low inbound call volume, conduct approved outbound support calls for the following purposes only:
- Follow-up on unresolved customer issues that are approaching or have exceeded communicated SLAs
- Reactivation or verification-related follow-ups as assigned
- Customer check-in calls related to previously reported issues
- Use only approved scripts, workflows, and escalation paths for outbound calls
- Accurately document all outbound interactions in the CRM
- Escalate unresolved or sensitive cases according to defined procedures
Customer Experience & Brand Representation
- Represent Raenest positively as the first point of contact for customers
- Build customer trust through clarity, accuracy, and professionalism
- Follow approved call flows, scripts, and compliance standards
CRM & Documentation
- Accurately document all customer interactions in the CRM in real time
- Create or update tickets to support follow-ups and escalations
- Ensure customer records are complete, clear, and up to date
Compliance & Accuracy
- Handle customer data, transactions, and sensitive information with integrity and confidentiality
- Adhere strictly to Raenest’s internal policies and applicable regulatory requirements
- Follow approved procedures for customer verification, issue resolution, and escalation
- Place cases on hold only when required, clearly communicate next steps and expected timelines to customers, and complete all follow-ups within communicated SLAs, ensuring accurate documentation and timely resolution
Availability & Communication
- Maintain scheduled availability during assigned shifts
- Communicate promptly with the Team Lead or Supervisor regarding escalations, issues, or availability concerns
- Participate in required virtual coaching, quality reviews, or performance feedback sessions
Call Volume & Work Allocation
Call allocation may include a combination of inbound and approved outbound support calls. Outbound calls are assigned during periods of low inbound volume to ensure service continuity, SLA adherence, and effective customer follow-up.
Contractor Requirements
- Proven experience handling inbound & outbound customer support calls.
- Experience in fintech, SaaS, payments, or regulated environments is a plus.
- Experience using CRM tools (e.g., Intercom, Zendesk, or similar platforms)
- Strong verbal communication skills and clear spoken English and native languages.
- Accent neutrality required for US-facing support.
- Ability to work independently with minimal supervision.
- Comfortable using CRM systems and call management tools.
- Reliable high-speed internet connection and power backup.
- Quiet and professional work environment.
- Quality headset and computer system suitable for voice calls.
Training & Onboarding
- Completion of onboarding and call certification is required before go-live.
- Continued access to shifts is dependent on quality, reliability, and performance consistency.
Additional information
🔝 Remote friendly
👩🏻⚕️ Health Insurance
🎓Training Budget
😎 Team building events
🤩 Growth Opportunities
💰Paid Time Off
Compensation$5 per hour
