Senior Support Representative, Onboarding

American Express is hiring a Senior Support Representative, Onboarding to join our fully remote team in the United States. As a Senior Support Representative, Onboarding, you'll help customers succeed and resolve issues with empathy. This is a contract, work-from-home role open to candidates across the US (Remote — US (West Coast)). 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: • Respond to customer questions via chat, email, and tickets • Document solutions and improve help content • Escalate bugs and feedback to product teams • Maintain high customer satisfaction scores • Troubleshoot and resolve product issues What we offer: • 100% remote, work-from-anywhere-in-the-US culture • 401(k) retirement plan with company match • Flexible working hours across US time zones • Paid parental leave • Annual learning and professional development budget 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 • Comfort with support tools (Zendesk, Intercom) • Ability to learn products quickly • Excellent written and verbal communication • Empathy and patience Nice to have: • A track record of taking ownership and shipping independently • Comfort communicating clearly and proactively in writing