Customer Support Associate

About Jiko In an era of financial uncertainty, safeguarding corporate cash is more critical than ever. Jiko is designed for unmatched safety, liquidity, and simplicity — combining the innovation of a technology platform with the security of a regulated bank. By reinventing the traditional deposit model, Jiko offers Jiko Pockets—a seamless solution that combines the transactional ease of a bank account with fully automated investments in U.S. Treasury bills. Now, with JikoNet, institutions can securely move funds 24/7 across industries while keeping assets continuously invested and protected. Finance leaders can access Jiko Pockets and JikoNet through Jiko’s online dashboard, secure APIs, and integrations with leading Treasury Management partners. Position Overview Joining Jiko as a Customer Support Associate, you’ll contribute to the growth of a world-class organization that delivers an exceptional customer experience. This team is critical, serving as the first point of contact for clients. This role reports to the Director of Customer Success. We’re looking for a passionate individual who wants to grow with the company. The ideal candidates thrive on working in a fast-paced environment, look for efficiency in everything they do, always set high standards for themselves as well as their teammates, and like to have fun at work! What you will be doing Deliver an exceptional client and partner experience as the primary day to day point of contact for Jiko clients and partners. Provide timely, high-quality service and guide clients by evaluating, resolving, or escalating issues, and collaborating on and improving support and operational processes. Support critical account operations (onboarding, account opening, wire transfers, reporting) by working seamlessly with operations, compliance, success and sales teams. Ensure customer satisfaction by owning issues through resolution and acting as the consistent voice of the customer within Jiko. Capture and relay client feedback and feature requests to Product and Engineering to drive customer-centric enhancements. Maximize client understanding and platform adoption through education, enablement, feature workflow guidance, and by contributing to help content development. Help the team build and scale by analyzing trends, assisting with reporting, and optimizing our systems and workflows. What experience you should have 2-3+ years of professional experience, including 2+ years in customer support or similar roles at a financial institution or fintech firm. Direct experience in support and account operations for institutional/business clients. Exceptional communication skills and experience engaging sophisticated customers. Highly diligent, detail-oriented, and process-driven. Experience with U.S. financial institutions and regulatory environments (FINRA broker-dealer, KYB/KYC, BSA, Reg E, fraud mitigation). Located in EST, with flexibility to be part of a 24/7 coverage team. Additional Information Jiko is working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Jiko is a proud equal-opportunity employer. We work hard to evaluate all employees and job applicants consistently and fairly. We provide an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.