Customer Support Specialist

Yesterday

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cloaked

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Cybersecurity • Security

Cloaked is a company that provides comprehensive digital tools aimed at protecting personal data and privacy. Their services include generating unlimited identities, identity theft protection, encrypted password management, and removal of personal information from data brokers. Cloaked's platform offers AI defenses, virtual disguises, and identity monitoring to help users safeguard their digital identity. They also provide identity theft insurance for added security. The company emphasizes privacy with features like end-to-end encryption and SOC 2 compliance, ensuring that users' sensitive information is never stored or sold. Cloaked is available in the USA and Canada, offering a robust solution for users seeking to protect their information from unauthorized access, data breaches, and identity theft.

11 - 50 employees

🔒 Cybersecurity

🔐 Security

📋 Description

• 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.

🎯 Requirements

• 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. • 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.