Customer Experience Specialist (Operational Support)

About Reap

Reap is a prominent global payment technology provider dedicated to enhancing financial connectivity and accessibility for businesses worldwide. By integrating traditional finance with digital assets and linking diverse economies and financial participants, Reap is reshaping the financial ecosystem to enable smoother and more efficient financial transactions.

Offering services like stablecoin-based corporate cards, payout solutions, and expense management systems, Reap simplifies financial processes and supports business growth. Its APIs allow companies to incorporate financial services directly into their products, ranging from Visa card issuance to cross-border payment facilitation.

Backed by a robust investor base including Acorn Pacific Ventures, Arcadia Funds, HashKey Capital, and others, Reap operates primarily in the APAC region with remote roles, placing preference on candidates from the Philippines.

Role Scope and Responsibilities

• Manage ongoing relationships and operational requirements for clients below a defined revenue threshold, ensuring accounts remain active and engaged.
• Provide Level 1 and Level 2 support by addressing client issues that surpass automated AI handling.
• Regularly monitor client account health by tracking activities, identifying dormant or at-risk clients, and detecting early indications of churn.
• Act as a liaison to internal teams by delivering frontline client insights including customer sentiment, product usage challenges, and behavioral patterns that can influence renewal and expansion strategies.
• Handle operational assignments assigned internally and refer clients to other departments once they exceed the revenue criteria.
• Assist with Implementation Card Design submissions, customer support tasks, and various operational requests.
• Develop sufficient API proficiency to engage in credible technical discussions with clients and determine when escalation to Technical Account Management is necessary.
• Adhere to a 24x5 shift schedule to ensure continuous operational support.

Candidate Requirements

• Proficient business-level English communication skills.
• Possess a Bachelor’s degree or equivalent qualification.
• Experience covering both operational and relationship facets of client management such as client operations, account management, or client success roles within platforms, marketplaces, or e-commerce sectors, preferably in fintech or technology industries.
• Familiarity or willingness to learn advanced API concepts to handle integration-related discussions.
• Strong verbal and written communication abilities enabling clear explanation of technical topics to diverse audiences.
• Comfortable leveraging AI tools to automate routine tasks rather than viewing them as competition.
• Highly organized with acute attention to detail to maintain accurate account tracking, documentation, and reporting.
• Demonstrated aptitude for cross-functional collaboration with teams like Payment Operations, Finance, and Financial Crime management to efficiently process operational and dispute cases.
• Quick adaptability to new industries and domains, ready to evolve alongside the company's client portfolio and role requirements.
• Ability to operate effectively in ambiguous and evolving environments as the company transitions to a Finance-as-a-Service model.

Preferred Skills

• Past experience in account management or client success within fintech, payments, platform, or e-commerce businesses.
• Familiarity with CRM systems similar to Zendesk.
• Experience utilizing AI-assisted support tools such as Lorikeet or equivalent.
• Background working in demanding B2B contexts.
• Previous remote work experience.

Why Join Reap?

• A role with meaningful scope featuring clear progression towards client ownership and influence over product development.
• A culture that seriously incorporates AI technologies like Claude for investigation, Snowflake Cortex for data analytics, and Lorikeet for client automation, encouraging employees to expand their use.
• Flexible remote working arrangements within a globally distributed team across APAC, EMEA, and Americas.
• Benefits including a Reap Card stipend and remote work setup allowance.

Benefits

• An inclusive and internationally diverse workplace culture.
• Generous paid leave along with public holidays.
• A health insurance budget to support employee wellbeing.
• Opportunity to join a rapidly growing global team.
• Support for remote work with home office equipment stipend.
• Corporate Reap Card to eliminate out-of-pocket expenses.
• Ongoing addition of employee benefits over time.