Customer Support Specialist

📋 Description

• • Be the human face of Cloaked’s privacy-first mission. As a Customer Support Specialist you will own the end-to-end experience for users who entrust us with their most sensitive data and financial transactions. Every interaction you have directly shapes how safe and empowered our customers feel online.
• • Deliver Tier 2–3 support across phone, chat, and email, resolving complex payment, identity, and account issues with precision and empathy. You’ll investigate declined transactions, trace settlement delays, and walk users through refund or dispute flows while explaining technical concepts in plain language.
• • Act as the first line of defense for regulatory compliance. You will execute KYC verifications, flag suspicious activity, and ensure that every action you take meets partner-bank and card-network SLAs. Your documentation becomes the audit trail that keeps Cloaked compliant and trustworthy.
• • Partner daily with Engineering, Product, Risk, and Compliance teams. When a bug surfaces or a new edge-case appears, you’ll reproduce the issue, attach logs, and shepherd the ticket to resolution—then circle back to the customer with a clear explanation and apology where needed.
• • Own and refine Tier 3 workflows. You’ll spot repeat pain points, propose macros, automations, or UI tweaks, and update the internal knowledge base so future agents can resolve similar issues in minutes instead of hours.
• • Handle high-value or high-risk accounts with discretion. Whether it’s a $50,000 transaction flagged for review or a user locked out during identity verification, you’ll balance security protocols with genuine human care, ensuring the customer never feels like a case number.
• • Monitor dashboards for anomalies—failed webhooks, unusual chargeback rates, or spikes in verification failures—and escalate trends before they become crises. Your proactive eye protects both users and company revenue.
• • Provide after-hours and weekend coverage on a rotating basis, ensuring 24/7 peace of mind for customers across time zones. You’ll maintain the same quality bar whether it’s 2 p.m. or 2 a.m.
• • Contribute to Cloaked’s culture of continuous learning. Run post-mortems, share “wow” moments in Slack, and mentor junior agents. Your insights will influence product roadmaps and help shape the next generation of privacy tools.
• • Champion the voice of the customer in every meeting. When the team debates a new feature or policy change, you’ll bring real user stories and data so we build products that truly serve people first.