Customer Support Specialist

At Dwolla, we’re on a mission to modernize payments. That means building innovative solutions, moving money reliably at scale, and delivering service that makes customers say, “Wow, that was easy.”

We’re looking for a Customer Support Specialist to join our Customer Excellence team. This is a fantastic opportunity for someone early in their career who wants to grow in fintech, sharpen their technical skills, and learn how to deliver world-class customer support.

The Role

As a Customer Support Specialist, you’ll be on the front lines helping Dwolla customers and partners. The vast majority of your time (about 90%) will be spent resolving inbound client tickets — digging into questions, troubleshooting issues, and ensuring customers get the answers they need quickly and accurately.

This role is very hands-on and detail-oriented, but it’s also a launchpad for a career in fintech. You’ll gain exposure to our products and systems, work alongside product experts, engineers, and compliance pros, and develop skills that can take you into future roles in customer success, operations, or beyond.

• Prioritize and respond to customer inquiries via support portal, chat, email, and phone within specified service standards.
• Troubleshoot and resolve client issues promptly; escalate complex issues appropriately.
• Provide clear, empathetic communication to clients, ensuring a positive support experience.
• Collaborate with CXMs to ensure consistent coverage and seamless client support, including backfilling during absences.
• Maintain detailed records of client activity and interactions in Salesforce.
• Partner with internal stakeholders (Product, Engineering, Compliance, etc.) to ensure client needs are met and feedback is shared.
• Contribute to the upkeep and improvement of client-facing and internal knowledge articles.
• Demonstrate strong organizational skills, prioritization, and effective written and verbal communication.
• Develop deep product knowledge to resolve client inquiries efficiently and effectively.

• Client Support & Case Resolution – 90%: Responding to tickets and chat, email, and phone requests; troubleshooting and resolving issues; escalating as needed to CXMs or other internal teams.
• Cross-Functional Collaboration & Internal Advocacy – 5%: Working with Product, Engineering, Compliance, and other teams to share customer insights and ensure smooth workflows.
• Knowledge Management & Process Improvements – 5%: Maintaining Salesforce records, updating knowledge base articles, refining SOPs, and contributing automation ideas.

• Strong customer service or client support background, ideally within a SaaS or fintech environment.
• Comfortable working within defined Service Level Agreements (SLAs), ensuring timely responses that may range from a few hours up to one business day.
• Exceptional written and verbal communication skills, including the ability to convey complex or difficult information clearly, empathetically, and professionally.
• Proven ability to troubleshoot issues and collaborate with internal teams to resolve them.
• Strong technical and process aptitude with the ability to learn Dwolla’s API and internal systems.
• This role does not require coding experience, but does require the ability to understand system workflows, troubleshoot issues such as account verification or transaction research, and communicate technical concepts to clients in clear, simple language.
• Experience with Salesforce or other CRM/support ticketing software (e.g., Zendesk, Freshdesk, Zoho) preferred.
• Adaptability and eagerness to embrace new challenges and continuous improvement.
• Self-directed, resourceful, and committed to delivering high-quality client experiences.
• Openness to adopting and experimenting with AI-driven tools to enhance client support, and willingness to contribute ideas on how AI can improve workflows.

What You’ll Get at Dwolla

At Dwolla, we move money, lots of it, through simple, elegant API solutions. We’re a team of smart, driven people building the future of embedded finance.

As a remote-first team, we support your autonomy while providing tools, flexibility, and a culture rooted in ownership and inclusion.

When you join the Dwolla team, you get these great perks:

⭐ Unlimited Paid Time Off (with a mandatory PTO minimum of 5 days every 4 months 😎)

⭐ 12 weeks paid parental leave

⭐ Medical, dental and vision insurance (Health plan options include FSA & HSA options and more…)

⭐ Stock options

⭐ 401k (with 4% company match)

⭐ Long-term disability insurance

⭐ Life insurance

⭐ Summer Fridays (Memorial Day - Labor Day, we sign off at noon 😎)

Our Remote-First Workspace

⭐  Our employees can work from anywhere in the US or from our Des Moines office.

⭐  You can move anywhere in the US and your compensation won’t change.

⭐ Combined with our unlimited PTO, you have the flexibility to enjoy the laptop lifestyle and balance work while traveling.

⭐  We actively support a healthy remote-first company culture by frequently providing both in-person and virtual opportunities for collaboration with co-workers.

⭐  We never miss a beat… by working both synchronously and asynchronously in our day-to-day interactions we’re able to stay full-steam ahead.

⭐ Remote-first home office stipend (and paid parking for our office-loving employees)

❗Please note:  While we support a remote-first work environment, we are currently only able to offer employment to candidates who live in the United States

**Some Fine Print**

At Dwolla, we value diversity and hold the core belief that the best teams are built by the inclusion of diverse ideas, experiences, and people. If you require a reasonable accommodation or assistance for any part of the interview and employment process, please contact our HR team at hr@dwolla.com and let us know the nature of your request. If offered this position, you will be asked to complete an employment and credit verification authorization form (which allows us to run a background check) as part of our employment process. By submitting this application, you agree that Dwolla may share applicant information with a third party for communication services.

Beware of Hiring Scams: Be wary of fraudulent job postings or communications claiming to be from Dwolla. We will never ask for payment, credit card details, or sensitive personal information (like your social security number or bank details) during our comprehensive interview process. We do not conduct interviews via text message or instant messaging apps. If you are contacted by someone claiming to represent Dwolla attempting to conduct the hiring process through text message or instant messaging apps, it is a scam.  All interviews, communications, and legitimate job offers will be initiated through official company channels and verifiable @dwolla.com email addresses. If you suspect a scam, please do not engage and report it to hr@dwolla.com.