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 ([](http://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:** 1. Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details. 2. Minimalist - we are Spartan in our design, in our code, and even in our processes. 3. 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)