Customer Support Associate

About Coinflow

Coinflow is a hypergrowth fintech startup headquartered in Chicago, dedicated to revolutionizing payments. We enable merchants and marketplaces to accept global payment methods with instant settlement, chargeback protection, and the fastest payouts infrastructure.

Over the past year and a half, we've become a trusted partner for high-growth digital businesses—powering the next generation of commerce through speed, reliability, and transparency.

Join us to help shape the future of payments in a dynamic, collaborative, and fast-paced environment where your work directly impacts our customers' success.

About the Role

We're looking for a Customer Support Associate who's hungry to learn, thrives in fast-paced environments, and loves helping customers win.

In this role, you'll work directly with our merchants and partners to ensure every payment, payout, and integration runs smoothly. You'll become an expert in Coinflow's platform and the first point of contact for customer questions.

You don't need to be an engineer, but you do need to be curious, detail-oriented, and comfortable learning technical products. You'll partner closely with our Solutions Engineers, Product, and Operations teams to make sure customers always get clear answers, fast resolutions, and a best-in-class experience.

This is a high-growth, high-visibility role where you'll learn the inner workings of global payments and have direct exposure to how fintech products scale.

What You'll Do
Customer Support

• Be the first line of contact for merchants and partners through Slack, email, and our ticketing tools
• Resolve customer inquiries around payments, payouts, settlements, and refunds with speed and empathy.
• Investigate transaction or account questions using internal tools and dashboards.
• Triage and escalate more complex technical issues to the Solutions Engineering or Product teams when needed.
• Keep customers informed with clear, confident updates throughout every request or issue.

Product Knowledge & Feedback

• Learn Coinflow's product deeply and continuously—becoming fluent in how payments and instant payouts work.
• Provide structured product feedback from customers to the Product team to help shape future features and improvements.
• Identify recurring pain points and work with the team to create documentation or process improvements to reduce them.

Internal Collaboration

• Partner closely with Solutions Engineers, Product, and Operations to ensure smooth resolution of issues.
• Maintain and improve our internal documentation, FAQs, and customer runbooks.
• Contribute ideas to help scale our support experience as we grow.

What Success Looks Like

• Customer issues are handled quickly and clearly.
• You've built trusted relationships with merchants who see Coinflow as a reliable partner.
• You've learned our product and payments flows inside and out.
• You're continuously improving our support processes and contributing ideas that make Coinflow better.

What We're Looking For

• 1–2 years of experience in Customer Support, Customer Success, or Operations—preferably in fintech, SaaS, or payments.
• Excellent written and verbal communication—you're clear, empathetic, and confident.
• Strong problem-solving mindset—you take ownership and find answers quickly.
• Curiosity and eagerness to learn how complex systems like payments and settlements work.
• Detail-oriented—you track every issue through to resolution and communicate with precision.
• Comfortable with data and tools; you don't mind exploring dashboards or looking up transactions.
• Bonus: Experience or familiarity with APIs, React or Typescript.

Why Join Us

• Join a fast-scaling fintech at the forefront of real-time payments.
• Work directly with customers who are changing how money moves online.
• Learn from experienced leaders in fintech, product, and engineering.
• Be on track for quick promotion to leadership opportunities as the business grows.
• A culture built on transparency, ownership, and velocity.