Job Description

About us:
Modak is a US-based platform harnessing the power of fintech and gamification. Founded with an audacious vision, we aim to empower kids and teens to reach their full potential, regardless of their background. We pursue this mission by offering a gamified fintech and learning ecosystem that includes teen cards, financial literacy programs, and other valuable services.
We build for scale and security using the best technologies and enrich the user experience with a thriving community that supports each other. Modak is trusted by over 20,000 families (and growing by the day!
And for parents, Modak is the ultimate peace of mind. With our platform, you can oversee your child's financial journey, assign chores, send allowances, and so much more--all while fostering a healthy relationship with money that lasts a lifetime.
Modak has secured an impressive $19 million USD in funding, thanks to the backing of industry giants like Notable Capital, Nazca, Monashees, One VC, Maya Capital, and a league of 30+ visionary angel investors and venture capitalists across the globe.
Responsibilities and qualifications:
We want to highlight that only some have all the skills that match a job description. None of us did! We value diverse experiences and while having the desired qualifications make for a strong candidate, we encourage applicants with alternative backgrounds to also apply. We strive for a diverse, inclusive workplace environment. Here's more about our team's
About the Role
As a Customer Success Specialist, you'll be on the frontlines of our support experience--helping users through our social media channels and Customer Support chat. This role requires strong multitasking skills and the ability to navigate multiple platforms efficiently to solve problems in real-time.
You will also play a critical role in the company by being the voice of the user to improve our product and the overall user experience by working with cross-functional teams such as product, data, engineering, operations to achieve this.
Being part of an early-stage startup means your responsibilities will evolve as we grow. You'll have the opportunity to gain hands-on experience across different areas, helping you discover and develop your strengths.
In addition to user interactions, you'll contribute to fraud prevention efforts, monitoring transactions, supporting dispute resolution, and assisting in initiatives that ensure a safe, seamless experience for our users.
What You'll Be Doing
Respond to users via social media and live chat with empathy, clarity, and speed
Troubleshoot issues across multiple platforms simultaneously
Monitor transactions to detect suspicious or unusual activity
Assist in resolving chargebacks and disputes
Collaborate with internal teams on fraud prevention strategies
Debugging: Assist our product team in identifying and resolving bugs through submitting bug tickets.
What We're Looking For
0-2 years of experience, ideally in customer service or support roles
English fluency is mandatory
Proactive, curious, and eager to learn across different topics
Comfortable working with people from diverse backgrounds and cultures
Strong cross-team communication and collaboration skills
Organized and detail-oriented
Able to handle and resolve conflict with tact and empathy
Good technical and problem-solving abilities, with a focus on fast resolution
Bonus Points
Previous BPO experience, especially in chat-based campaigns
Experience working with financial products or services for teens
Modak is a US-based platform leveraging the power of fintech, gamification, and community to empower kids to reach their full potential.

Skills Required