Customer Experience Specialist (Customer Support & Chargeback Resolution) : Reap

About Reap

Reap is a global financial technology company headquartered in Hong Kong with employees across multiple countries. We enable financial connectivity and access for businesses worldwide by combining traditional finance with stablecoins for efficient money movement.

Through our stablecoin-powered corporate cards, payments, and expense management tools, we streamline financial operations and help businesses scale. Our APIs enable businesses to integrate stablecoin-enabled finance into their own products and services—from issuing Visa cards to facilitating cross-border payments.

Backed by leading investors including Acorn Pacific, Index Ventures and HashKey Capital, Reap is building the future of borderless, stablecoin-enabled finance.

Why Reap?

This is a high-impact, ground-floor role supporting Reap’s expansion into the Mexico market. You’ll be the specialist who owns customer experience support as well as disputes and chargeback resolution for our LATAM client base — working directly with B2B clients and building the foundation for how we serve this market. You’ll operate with real autonomy, collaborate with a global team, and have a direct line of sight to meaningful outcomes from day one.

What You’ll Do

• Own disputes processing for the Mexico market end-to-end — this is the core of the role. Handle domestic chargeback cases using your deep knowledge of PROSA and Visa dispute procedures, ensuring accurate, timely resolution.
• Handle international chargeback cases by coordinating with card networks, international acquirers, and internal teams, ensuring disputes are documented, escalated, and resolved in line with global scheme rules and timelines.
• Serve as a direct point of contact for B2B clients via non-voice channels (email, chat, ticketing), explaining dispute requirements, outcomes, and processes with clarity and patience — clients range from sophisticated risk teams to those newer to the process.
• Collaborate closely with internal global operations and CX teams to escalate feedback, surface issues, and contribute to continuously improving how we handle disputes at scale.
• Operate efficiently within defined workflows using internal tools, consistently meeting or exceeding key performance metrics.
• Stay current on products, services, payment regulations, and industry trends; contribute to internal knowledge resources to support cross-team capability.
• Take full ownership of your work with minimal supervision — proactively identifying issues and driving them to resolution independently.

What We’re Looking For

• Business-level Spanish and English, with strong written communication skills in both languages and the ability to explain technical payment concepts clearly.
• 3–5 years in a senior support or specialist role within financial services or a technology company.
• Demonstrated, hands-on experience processing domestic chargebacks, with strong familiarity with PROSA (Mexico’s domestic dispute framework) and Visa dispute procedures.
• Proven experience managing client communications exclusively through non-voice channels (email, chat, ticketing systems).
• B2B experience: comfortable working directly with risk and disputes teams at client companies, with the patience to guide clients of varying knowledge levels.
• Ability to work independently and make sound decisions with minimal day-to-day supervision.
• Organised and detail-oriented — accuracy in tracking, documentation, and reporting is essential.
• Thrives in a fast-paced, dynamic, and sometimes ambiguous environment.

Nice to Have

• Experience using Zendesk or a similar customer support ticketing platform.
• Experience working in a fully remote or 24×7 team environment.
• Experience in a B2B fintech or payments context.
• Business-level Portuguese or Mandarin.
• Familiarity with cryptocurrency or stablecoin products.

Why You’ll Love it Here

• A high-impact role in a rapidly growing fintech company expanding into LATAM.
• Flexible remote work environment with a global, collaborative team.
• Insurance coverage after probation.
• Reap Card stipend.
• Use of AI tools at work — and the space to learn, experiment, and grow with them.
• A culture of innovation, inclusion, and continuous learning.