Customer Experience Specialist (Operational Support)

About Reap

Reap is a leading global payment technology provider that enables financial connectivity and access for businesses worldwide. By merging traditional finance with digital assets, bridging disparate economies, and connecting key financial players, we are transforming the financial landscape into a more interconnected and interoperable space for efficient money movement.

With stablecoin-enabled corporate cards, payout solutions, and expense management tools, we streamline financial operations and empower businesses to scale. Our APIs enable businesses to embed finance into their own products and services, from issuing Visa cards to facilitating cross-border payments.

Reap is supported by a strong network of investors, including Acorn Pacific Ventures, Arcadia Funds, HashKey Capital, Hustle Fund, Fresco Capital, Abacus Ventures, and Payment Asia.

Location: APAC Remote (Philippines preferred)

Schedule: 24x5 shift-based

Who we are

Reap is a leading payment technology company transforming financial operations for global businesses. As we move toward a FaaS (Finance-as-a-Service) model, our clients are building on top of our infrastructure, not just using a product, and our CX org is evolving from reactive ticket triage into a proactive, client-facing function to match.

Who you are

You've built your career in customer experience or account management, ideally somewhere in fintech or tech, and along the way you picked up a genuine passion for partnering with clients and making sure they succeed. You're not here just to answer questions: you're an advocate for your accounts, someone who understands the product well enough to notice when a client isn't getting full value out of it, and who does something about that before they even have to ask.

This is not a passive support role. You're proactive by nature: you reach out, you educate, and you push for activation and usage instead of waiting for the client to come to you. You're comfortable with high-level API concepts; in the "vibe coding" era, that's a must-have, not a nice-to-have. You've likely got a multi-industry background, you're a fast learner, and you're not afraid to switch domains or pick up new tools as our client base evolves. Above all, you see the potential in every account, big or small, because today's quiet client could be tomorrow's biggest advocate.

What you'll do

• Own the day-to-day relationship and operational needs for clients below the revenue threshold. And you're the one keeping the account healthy and engaged between those conversations.

• Handle L1/L2 support: Basically concerns that gets escalated and cannot be handled by the AI layer.

• Monitor client health: track account activity, flag dormant or at-risk accounts, and surface growth signals before they turn into churn risks.

• Act as a confidant to the relevant internal team, feeding them ground-level client intelligence (sentiment, product friction, usage patterns) they can use in renewal and expansion conversations.

• Pick up operational work referred to you internally, and refer clients onward once they grow above the revenue threshold.

• Assist in Implementation Card Design submissions, Customer support, and other operational requests.

• Build enough API-level fluency to have credible technical conversations with clients, and recognise when a case needs to be handed over to Technical Account Management (TAM) instead.

• Work a 24x5 shift model.

What you'll need to be successful

• Business level English

• Bachelor's degree

• A background spanning both the operational and relationship sides of client management, e.g. client operations, account management, or client success within a platform, marketplace, or e-commerce business, ideally in fintech or tech.

• Comfortable with high-level API concepts, able to follow and speak to integration-level questions, or at least willing to learn.

• Strong verbal and written communication skills, with the ability to convey technical concepts in a straightforward and relatable way to both technical and non-technical audiences.

• Comfortable using different AI tools to automate repetitive work, rather than seeing them as competition for the role.

• Organised with strong attention to detail: the kind that keeps account health tracking, notes, and reporting accurate enough for other internal teams to rely on.

• Proven ability to collaborate cross-functionally across internal teams such as Payment Ops, Finance, and Financial Crime to move operational and dispute cases forward without friction.

• A fast learner with a multi-industry background, comfortable switching domains as our client base and the role itself evolve.

• Ability to thrive in ambiguity: this function is still being defined as Reap shifts to a FaaS model, so not every eventuality will be mapped out.

It would also be helpful if you have (optional)

• Experience in account management or client success within fintech, payments, or a platform/e-commerce business

• Use different CRM tools, similar to Zendesk.

• Experience working with AI-assisted support tooling (e.g. Lorikeet or similar)

• Experience in the demanding B2B environment

• Experience working a fully remotely capacity

Why You’ll Love it Here

• A role with genuine scope and a clear growth path into client ownership and product influence

• A team that uses AI seriously — Claude for investigation workflows, Snowflake Cortex for data, Lorikeet for client-facing automation — and expects you to push it further

• Flexible remote work environment with a global team across APAC, EMEA, and the Americas

• Reap Card stipend and remote setup allowance

Benefits you'll enjoy

• A vibrant, inclusive and international work culture

• Generous annual leave to relax and recharge, plus public holidays

• Health insurance budget to keep you covered

• Be part of a fast-growing global team

• Flexible remote work environment with a global, collaborative team

• Home office equipment budget

• Your own Corporate Reap Card — no more out-of-pocket spending

• Additional benefits that keep growing over time

After submitting your application, please check your inbox for a confirmation email. If you don't see it, kindly check your spam or junk folder and adjust your settings to ensure future communication reaches your inbox.