Customer Success Specialist

WHAT YOU'LL DO

• Onboarding Reviews: Review merchant submissions against our acceptable use policy, KYB/KYC requirements, and risk thresholds. Approve, request more information, or reject with clear reasoning. - KYC & KYB Operations: Run identity and business verification checks end-to-end. Spot the difference between a legitimate edge case and a red flag. - Merchant Support: Respond to questions across email, community channels and feedback tools, from billing and tax inquiries to onboarding status and compliance clarifications. - Compliance Operations: Execute on compliance reviews, document collection, manual product checks, and the operational details that keep our platform clean. - Payouts Support: Help merchants through payout setup, identity checks, and resolution of failed or delayed payouts. - Triage & Escalation: Direct technical issues to engineering, compliance escalations to Compliance team, and product feedback into the roadmap with clear context. - Feedback Loop: Translate what merchants are actually saying into structured signal that drives product and policy improvements. - Process Improvement: Identify recurring problems and turn them into documentation, automation requests, or policy updates so they don't keep happening. ## WHAT WE VALUE

• Customer Empathy: You actually care whether the person on the other end gets unstuck. - Judgment Under Ambiguity: Not every situation here comes with a clear playbook - in those cases, you'll need to shape the call yourself. - Ownership: You take responsibility for outcomes, not throughput. A closed ticket with an angry merchant is not a win. - Speed With Care: You move fast, but you read the documents before you decide. - AI-First Mindset: You use AI tools to amplify your work and have opinions about what they're good and bad at. ## REQUIREMENTS