Customer Service Representative (Remote - US Only - East Coast Preferred)

Must be US-Based. East Coast Hours. No Visa Sponsorship available.

What You'll Be Responsible For

You'll be part of a truly amazing team working directly with customers of all sizes around the world, helping them utilize the full potential of Circle while delivering an outstanding customer experience with every interaction. Daily activities range from resolving general inquiries to troubleshooting complex technical issues within defined service levels and timescales. You'll work closely with peers and internal stakeholders on projects and initiatives designed to scale our 24/7 global support operation.

What You'll Work On

• Engage with customers via email to resolve issues submitted as support tickets

• Craft well-written, tailored communications to help customers resolve their issues

• Partner with Partner Managers, Business Development, Compliance, Product, and Engineering teams to diagnose and solve problems

• Serve as a trusted advisor with an open, caring, and approachable working style

• Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities

• Validate and complete escalation requests

• Participate in Incident Management to communicate customer impact

• Proactively identify opportunities to develop solutions that help the team achieve its goals

• Develop and maintain operational processes through documentation updates and cross-training

• Provide coverage through on-call shifts as needed to support a global support model

• Actively participate in and contribute to department OKRs

• Meet defined Service Level Agreements (SLAs), Objectives, and Key Results (OKRs)

What You'll Bring to Circle

• 2+ years of experience working on a fast-paced support team

• A financial or technical background is preferred, due to the nature of the clientele.

• Strong writing skills and the ability to communicate complex problems clearly

• A deep care for customer experience and a commitment to refining skills continuously

• High motivation, a caring mindset, and a passion for learning

• A core belief in sharing knowledge and helping others do their best work

• Enjoyment of solving open-ended problems within defined timelines

• Working knowledge of ticketing systems such as Zendesk and HubSpot

• Experience providing live chat support and/or social media support preferred

• Experience with data analytics tools for troubleshooting preferred

• Experience in financial services or payments businesses

• Experience mentoring other team members preferred

• Experience contributing to departmental processes and procedures

• Multilingual skills preferred

• Familiarity with Slack, Apple macOS, and Google Workspace

• Availability to work weekends and holidays on a semi-regular basis

We are an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.