Customer Support Representative

Description Who We're Looking For - The Dream Maker We’re looking for a Customer Support Representative to help our B2B clients get the most out of Chargeflow through clear communication, practical guidance, and reliable problem-solving. This role combines live customer support with investigation and cross-functional collaboration. You’ll handle inquiries across billing, technical, administrative, and chargeback-related topics, guiding customers through challenges and taking ownership of their resolution. You’ll be a trusted point of contact for businesses using Chargeflow to manage disputes and protect their revenue. This is a role for someone who can turn complex questions into clear next steps, manage competing priorities, and make every interaction helpful and reassuring. About Chargeflow Chargeflow is a leading force in fintech innovation, tackling chargeback fraud and the impact it has on online businesses. Born from a deep passion for technology and eCommerce, we’ve developed an AI-driven solution that helps merchants manage credit card disputes, recover lost revenue, and protect their businesses through a unique success-based model. Backed by $49M from Viola Growth, OpenView, Sequoia Capital, and other top-tier global investors, Chargeflow is on a product-led growth journey. We’re a tight-knit team of passionate builders and entrepreneurs, united by our mission to revolutionize eCommerce and protect online businesses from chargeback fraud. The impact you’ll have Help customers use Chargeflow confidently to manage chargebacks and protect their revenue. Build trust and customer loyalty through timely, accurate, and thoughtful support. Bring customer concerns and feedback to internal teams to help improve the customer experience. What you’ll own (Your arena) Live Customer Support Provide exceptional support to our B2B clients through live chat and email. Handle billing, technical, administrative, and domain-related inquiries about chargebacks and fraud prevention. Investigation & Resolution Investigate customer concerns, identify the right next steps, and work toward prompt, accurate resolutions. Provide step-by-step guidance on product usage, features, and troubleshooting. Collaboration & Escalations Collaborate with internal teams, manage escalations, and prioritize customer issues to keep resolutions moving. Keep customers informed throughout the process and collect feedback on their experience. Documentation & Product Knowledge Document and track customer interactions accurately across our communication, CRM, and ticketing systems. Maintain a strong understanding of Chargeflow’s products, features, and updates to provide relevant and reliable support. Requirements What You Bring Experience: 3+ years in customer support roles. English communication: Excellent written and verbal English, with the ability to explain complex concepts clearly to customers. Problem-solving: Strong attention to detail, sound judgment, and a practical approach to investigating and resolving issues. Organization & ownership: The ability to manage multiple systems, stakeholders, and customer inquiries while delivering clear, timely resolutions. Support tools: Practical experience with CRM and ticketing systems. Nice to Have Fintech & SaaS: Experience providing live customer support in fintech and for SaaS products. Domain knowledge: In-depth understanding of chargebacks and fraud prevention strategies. Tools: Hands-on experience with Intercom or Zendesk. Compliance: Familiarity with relevant regulations and compliance standards in the fintech sector. How We Work We move quickly, collaborate across teams, and take ownership of the customer experience. Our support team combines product knowledge with thoughtful communication, keeping customers informed and working closely with internal teams to resolve issues. We care about fast responses, accurate answers, and helping customers move forward with confidence. This is a full-time, remote role based in the Philippines. If you’re looking for a role where you can solve problems, build customer trust, and help businesses protect their revenue, we’d love to hear from you.