**About us:** Modak is a US\-based fintech platform leveraging the power of finance and technology to empower kids and teens to reach their full potential. We pursue this mission by offering a gamified fintech and learning ecosystem \- with Visa debit cards, family checking accounts, payment network, and AI\-powered and embedded financial literacy. We build for scale and security using leading technologies and best practices that power thousands of API calls per day (and scaling rapidly!). We are a global company, with teams across the US, Latam and India. We do in person retreats every 3\-4 months. If you are hungry to learn, humble to work with, and hustle like no one else, we would love to hear from you \- especially if you are living in the US, Colombia, Argentina, Brazil or India. Modak is currently at the Series A stage, having raised $19M from leading investors, including Notable Capital (Airbnb, Anthropic, Square, TikTok, Coinbase), Nazca (Kavak, Justo), Monashees (Rappi, Loft), ONE VC, Maya Capital, and more than 40 other top angel investors, founders, and operators across the US, India, and Latin America. **Responsibilities and qualifications:** We want to highlight that only some have all the skills that match a job description. None of us did! We value diverse experiences and while having the desired qualifications make for a strong candidate, we encourage applicants with alternative backgrounds to also apply. We strive for a diverse, inclusive workplace environment. Here's more about our team's thinking on this topic. **About the Role** As a **Customer Success Specialist**, you’ll be on the frontlines of our support experience—helping users through our social media channels and Customer Support chat. This role requires strong multitasking skills and the ability to navigate multiple platforms efficiently to solve problems in real\-time. You will also play a critical role in the company by being the voice of the user to improve our product and the overall user experience by working with cross\-functional teams such as product, data, engineering, operations to achieve this. Being part of an early\-stage startup means your responsibilities will evolve as we grow. You'll have the opportunity to gain hands\-on experience across different areas, helping you discover and develop your strengths. In addition to user interactions, you'll contribute to fraud prevention efforts, monitoring transactions, supporting dispute resolution, and assisting in initiatives that ensure a safe, seamless experience for our users. **What You’ll Be Doing** Respond to users via social media and live chat with empathy, clarity, and speed Troubleshoot issues across multiple platforms simultaneously Monitor transactions to detect suspicious or unusual activity Assist in resolving chargebacks and disputes Collaborate with internal teams on fraud prevention strategies Debugging: *Assist our product team in identifying and resolving* bugs through submitting bug tickets. **What We’re Looking For** At least 1 year of experience, ideally in customer service or support roles English fluency is mandatory Proactive, curious, and eager to learn across different topics Comfortable working with people from diverse backgrounds and cultures Strong cross\-team communication and collaboration skills Organized and detail\-oriented Able to handle and resolve conflict with tact and empathy Good technical and problem\-solving abilities, with a focus on fast resolution **Bonus Points** Previous BPO experience, especially in chat\-based campaigns Experience working with financial products or services for teens