Senior Customer Support Advocate

American Express is hiring a Senior Customer Support Advocate to join our fully remote team in the United States. As a Senior Customer Support Advocate, you'll help customers succeed and resolve issues with empathy. This is a freelance, work-from-home role open to candidates across the US (Remote — USA). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Document solutions and improve help content • Respond to customer questions via chat, email, and tickets • Troubleshoot and resolve product issues • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams What we offer: • 401(k) retirement plan with company match • Annual learning and professional development budget • Home office and wellness stipends • Generous paid time off and company holidays • Paid parental leave How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. American Express is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Empathy and patience • Excellent written and verbal communication • Ability to learn products quickly • Comfort with support tools (Zendesk, Intercom) Nice to have: • A track record of taking ownership and shipping independently • A growth mindset and eagerness to keep learning