Rebuilding a broken escalation path: You notice T2 agents are escalating a specific scenario to T3 that they should be able to resolve themselves. You diagnose where the confusion is, write the SOP, build the macro, and validate that T2 is executing correctly. Escalations on that issue drop.
Closing a knowledge gap: You keep seeing the same edge case come through escalations. You document the resolution path, work with the frontline team to make sure they understand it, and update the internal knowledge base so it stops reaching you.
Digging into a complaint pattern: CSAT scores dip after a product change. You pull the tickets, identify the common thread, and surface a clear summary to the Product team with enough context for them to act on it.
Surfacing a product problem: CSAT dips after a product change. You pull the tickets, identify the pattern, and bring Product a tight summary. Not just “customers are unhappy,” but a specific root cause with enough context that they can act on it.
A few things worth knowing:
We work in the office 5 days a week. We know that’s a dealbreaker for some people, and that’s okay.
Escalated support doesn’t follow a neat schedule. Complex cases surface at inconvenient times and sometimes need a fast response. Flexibility matters here.
This role requires both execution and strategy. You need to be able to close a hard case and step back and ask why it got to you in the first place, then do something about it.
There’s real ambiguity. Card programs are complex and every situation is a little different. You won’t always have a clear playbook, and you’ll need to be comfortable figuring it out.
If that sounds like your kind of work, keep reading.
The cases are genuinely interesting. Tier 3 support at a fintech isn’t answering “where’s my card.” You’re handling disputes, fraud scenarios, and compliance-adjacent situations that require real judgment.
You’ll develop deep fintech fluency. Credit cards sit at the intersection of product, compliance, fraud, and banking. You’ll build expertise across all of it working cross-functionally every day.
Your work has a direct feedback loop. When you close a case and document the fix, you can watch it reduce future escalations. The impact of good work here is visible and fast.
You’ll work on programs people actually care about. Coinbase. Bilt. Qatar Airways. These are programs with engaged, passionate users — which makes getting it right matter.