Company Overview
FINAIVE is an innovative AI-powered escrow platform transforming online transactions by ensuring secure, transparent, and seamless experiences for e-commerce and peer-to-peer exchanges. With easy integration via APIs and plugins, our platform features real-time AI fraud detection, automated dispute resolution workflows, and multi-currency support—building trust and eliminating transaction hassles.
Role Overview
We’re seeking a proactive and empathetic Customer Service Representative to join our remote team. In this full-time position, you’ll be the frontline voice of FINAIVE—resolving customer issues, enhancing satisfaction, and actively engaging with our growing online community. You’ll collaborate across teams to streamline support processes and help deliver a best-in-class user experience.
Key Responsibilities
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Respond promptly and professionally to customer inquiries via email, social media, and live chat
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Provide clear, helpful platform guidance and issue resolution
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Escalate technical or complex issues to the appropriate internal teams
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Maintain and update our customer knowledge base (FAQs, how-tos, common issues)
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Support user onboarding with walkthroughs, platform education, and personalized assistance
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Manage community engagement across platforms (Twitter, Instagram, LinkedIn, Telegram, WhatsApp)
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Respond to comments, messages, and community discussions with a consistent and positive brand voice
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Share product updates, spark user conversations, run polls or challenges, and gather feedback
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Report customer insights or recurring concerns to help inform product and support improvements
Qualifications
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Strong written and verbal communication skills
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Excellent interpersonal and conflict-resolution abilities
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Prior experience in a customer service, help desk, or community management role
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High attention to detail and strong multitasking skills
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Familiarity with e-commerce platforms and online payment systems
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Experience with CRM tools (e.g., Zendesk, Freshdesk, HubSpot) is a plus
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Comfortable working independently in a remote environment
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High school diploma or equivalent required; further education is a bonus
