Operations Lead (Digital Banking)

About Us We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get. Who are we? We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc. Our team includes people who have built: Financial products (Square/CashApp, the earliest CapitalOne credit cards) Consumer products ( Internet.org , Xbox) Mathematics & science infrastructure (computational research at NASA’s JPL) We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives. We’re looking for detail-oriented, driven, and empathetic customer experience specialists who want to work with intelligent, motivated, intense, and interesting people to provide deposit account support. Cultural Values: Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details. Minimalist - we are Spartan in our design, in our code, and even in our processes. Speed of execution - we move fast & value decisiveness. We think speed drives quality. Responsibilities Serve as the primary point of contact for customers via phone and email, handling inbound inquiries related to deposit accounts. Resolve customer issues involving balances, transactions, interest, statements, ACH activity, debit cards, and account access. Manage customer cases end-to-end, from initial contact through clear resolution and follow-up. Handle escalated customer interactions, including time-sensitive financial concerns, with professionalism and effective de-escalation. Assist with Reg E–related inquiries, including dispute intake, status updates, and customer communications, in coordination with Operations and Compliance. Accurately document all customer interactions, actions taken, and outcomes in Zendesk or equivalent systems. Identify recurring issues or process gaps surfaced through customer contacts and escalate them appropriately. Qualifications 5+ years of experience in customer support or operations for U.S. consumer banking products (checking accounts, debit cards, credit cards, or mortgages). Proven experience handling high-volume phone and email support in a regulated financial services environment. Strong understanding of ACH, debit card transactions, holds, posting timelines, and statements. Excellent verbal and written communication skills, with the ability to explain financial concepts clearly to customers. Strong problem-solving skills and attention to detail. Experience using Zendesk, Amazon Connect, Asana, or similar customer support and case management tools. Ability to work U.S. Pacific Time (7:00 AM – 7:00 PM, with a 1-hour break). Bachelor’s degree or equivalent relevant experience. Must be presently residing in the Philippines Schedule: US Hours (Pacific Standard Time)