Customer Success Representative (Escrow)

Working at Freelancer.com are for the:

• Self-growth enthusiasts. We kickstart our day asking, what can I improve today?
• Trailblazers. If you’re someone who takes charge and strives to have their ideas turn into instant impact, you’re in!
• Data-driven. In making decisions we rely on one question, what does the data say?
• Changemakers. Driven by our mission to bring billions of jobs to people, we’re here to change lives and empower individuals worldwide.
• Team players. Here at Freelancer, we are a pro sports team. We work together seamlessly, passing the ball of innovation and collaboration to score success as one.

About Escrow

Escrow.com, owned and operated by Freelancer Limited, is the world's leading provider of secure online payments, and a fintech industry leader. We have handled over US$3.5 Billion in secured transactions while processing some of the largest domain name transfers - including Gmail.com, Uber.com and Twitter.com.

The impact you’ll make in the team

We are looking for a passionate individual who knows how to provide great customer service. Someone who is excited by the prospect of seeing their clients businesses improve with the help of the world's safest payments platform. In this role, you will:

• Provides exceptional customer service at all times via email, chat, and voice.
• Provide accurate information on customers’ queries
• Flag transaction and alert payments team
• Identify and flag potential fraud issues
• Handles and investigates customer complaints and recommends solutions.
• Follows through on mutually agreed remedy
• Promotes features and benefits of using Escrow.com
• Incorporates changes in work practices in response to changes requested by management
• Adheres to Escrow policies and procedures
• Actively contribute to team meetings, calibrations and training sessions
• Offers suggestions for improvement
• Performs other duties as required including but not limited to sending productivity reports, minutes of the meeting, and post mortem analyses etc

Responsibilities

Payment Operations Excellence

• Own the operational performance of the payment lifecycle including funding (AR), disbursement (AP), settlement, reconciliation, chargebacks, returns, and exception handling.
• Review and resolve high volumes of payment processing tasks quickly and accurately while ensuring operational accuracy and compliance.
• Improve transaction success rates and reduce friction in buyer and seller funding flows.
• Analyze and resolve a range of payment processing issues, from simple inquiries to complex transaction exceptions.
• Implement and recommend operational controls that scale with transaction volume while maintaining regulatory integrity.
• Assist in developing and monitoring operational SLAs and payment performance dashboards.

Customer Transaction & Support

• Contact customers as needed to provide updates on their payments while delivering excellent customer support.
• Clearly explain payment processes, transaction statuses, and resolutions to users.
• Provide timely assistance for payment-related issues including funding failures, payout delays, reconciliation questions, and transaction disputes.

Banking & Payment Partner Coordination

• Coordinate with internal teams and external banking partners to resolve payment concerns and transaction issues.
• Support the management of relationships with payment processors, payout providers, card networks, and alternative payment method providers.
• Assist in evaluating and supporting the onboarding of new payment methods to increase geographic coverage and payment success rates.
• Help ensure redundancy and reliability across payment corridors and providers.

Regulatory & Compliance Alignment

• Partner with Compliance and Legal teams to support adherence to global regulatory frameworks including AML, KYC, and transaction traceability requirements.
• Ensure payment operations follow applicable regulatory and scheme compliance standards.
• Assist with operational audits, reporting requirements, and payment partner compliance processes.

Risk,Fraud & Chargeback Support

• Collaborate with Risk teams to monitor fraud signals and reduce payment-related losses.
• Assist in managing chargeback cases and dispute resolution processes.
• Support policies that balance strong transaction approval rates with appropriate risk controls.

Payment Product & Process Improvements

• Partner with Product and Engineering teams by providing operational feedback on payment features and infrastructure.
• Contribute insights that improve funding methods, payout efficiency, and cross-border payment performance.
• Recommend improvements to enhance daily payment operations and overall user payment experience

Requirements

• Exceptional English communication skills, both written and verbal.
• Ability to explain complex payment processes clearly and concisely.
• Strong analytical and problem-solving skills with a high level of attention to detail.
• Self-starter who is process-driven and capable of managing high volumes of transactional work.
• Strong customer service mindset with the ability to support users in payment-related inquiries.
• Ability to coordinate effectively with internal teams and external banking partners across global offices.
• Must be flexible to work graveyard shifts, rotating schedules, weekends, overtime (as needed), and some holidays.
• Familiarity with banking and payment processes such as ACH, wire transfers, card payments, or checks.

Preferred Qualifications:

• 1-3 years of experience in payments, fintech, banking, or regulated financial services.
• Minimum 1 year of accounting exposure with practical understanding of ledgers (Dr./Cr.).
• Experience managing or supporting full-cycle AP/AR workflows involving multi-party settlements or milestone-based payments.
• Experience working in regulated environments involving client money or safeguarded funds.
• Exposure to managing risk profiles for high-value transactions (e.g., marketplaces, real estate, escrow services).
• Experience working in escrow, marketplace platforms, or trust-based financial products.
• Experience in multi-currency or cross-border payment environments.

Benefits

• You will get the opportunity to work with a US Headquartered company that is the world's largest online escrow company, which facilitates and secures large value payments.
• You will be working with high performers across the globe (US, Canada, Argentina, UK, & Australia) that will allow you to grow and be mentored from leaders around the world.
• Take on the challenge on a global level, working with a top-ranked website that serves 66 million customers worldwide in 247 countries and territories
• Earn a salary that recognizes your talent and dedication
• Comprehensive and competitive HMO benefits to keep you and your family healthy
• Work hard, take ownership, and watch your career soar in a dynamic and meritocratic workplace
• Enjoy a delicious, free meal every day and the added perk of free snacks and beverages, to help you stay productive and focused throughout the day!
• Experience transparency and open communication at our weekly town halls, featuring Q&A sessions with the CEO
• Get inspired and stay engaged with our company's regular hackathons and engagement activities, where you can put your skills to the test and compete for cash prizes!