Customer Support Specialist

Stepping into the world of online privacy has never felt more meaningful. Cloaked, a company built on trust, safety, and respect for personal data, is searching for caring and skilled Support Specialists who can guide users through sensitive moments with confidence and kindness. This role is more than just answering questions — it’s about helping people feel secure as they navigate their digital lives. With privacy at the heart of everything Cloaked does, you’ll be joining a mission-driven team that aims to make the internet a safer, more empowering place for everyone.

Job Type: Full-time (Contractor, 40 hrs/week)

Salary: $30 – $40 per hour

Firm: Cloaked

Location: Remote

Work Schedule: Full-time, occasional weekend shifts

Language: English

Cloaked is a privacy-driven startup committed to rebuilding consumer trust by transforming the way personal data is used online. The company’s vision is simple yet powerful: to create an internet that puts users first. With privacy and opt-in at the core, Cloaked offers a virtual “cloak” that allows individuals to choose how much of their information they share as they browse websites like Facebook, Amazon, and more.

To help support this mission, Cloaked is seeking skilled and compassionate Customer Support Specialists who can provide high-impact assistance in a secure, fast-moving environment. This role supports users who depend on Cloaked to safeguard their identity and manage sensitive financial interactions within the Cloaked Pay ecosystem.

What You’ll Do

Provide expert support via phone, chat, and email, especially for payment, verification, and account-related issues.
Troubleshoot complex billing, subscription, and transaction concerns with accuracy and empathy.
Work closely with engineering, product, and risk teams to identify system-level issues and escalate bugs.
Handle sensitive cases involving security, identity verification, or high-value accounts
Maintain and improve Tier 3 workflows to increase efficiency and accuracy.
Document solutions, share insights, and support knowledge-base improvements.
Identify trends and suggest product or workflow enhancements that reduce friction for users.
Provide Tier 2–3 support for card and transaction issues such as declines, refunds, disputes, and settlement delays.
Perform operational tasks related to KYC verification, suspicious transactions, chargebacks, collections, and reconciliation.
Collaborate with product and compliance teams to ensure responses meet regulatory and partner-bank requirements.
Maintain proper documentation for all escalations and operational actions.

What We Value

Precision and accountability — fully owning complex issues until resolved.
Empathy and patience — especially when supporting high-stakes customer concerns.
Collaboration — working across teams for consistent, accurate resolutions.
Curiosity and continuous learning — especially within payments, privacy, and emerging technologies.

Our Values

Make the impossible, possible
Make it possible, quickly
Make it possible, respectfully
Keep consumer privacy paramount

Cloaked may use AI tools to support application review and analysis; however, all hiring decisions are made by real people. Applicants may request more information about data processing during the hiring process.

Requirements (Must-Have)

Extensive experience in FinTech, banking, or payments customer support, including resolving complex billing or compliance issues such as chargebacks, refunds, and cardholder disputes.
Strong phone support and escalation-handling abilities, with demonstrated de-escalation skills.
Excellent written and verbal communication; able to explain technical or financial topics clearly to non-technical users.
Familiarity with tools such as Jira, Zendesk, Intercom, Stripe, or other payment gateways.
Strong analytical mindset and problem-solving skills, including comfort reviewing logs, dashboards, and transaction data.
High professionalism and discretion when managing regulated or confidential information.
Ability to work independently in a fully remote environment, including occasional weekend shifts.

Nice to Have

Experience with card-issuing platforms (e.g., Patriot, Lithic, Marqeta, Galileo, Unit).
Support experience with credit, prepaid, or charge card products.
Background in identity verification, fraud prevention, or chargeback management
Experience in privacy tech, cybersecurity, or digital identity protection.
Prior work experience in a startup or scaling FinTech environment.

If you’re passionate about user privacy, skilled in financial support operations, and excited to help build a safer digital future, Cloaked welcomes you to join their mission-driven team.

Get Started