About Stake
Stake is the network for renters. Stake's platform combines banking services, rent rewards, credit-building tools and merchant-funded cash back to help renters make more of their everyday spending. The platform serves more than 600,000 renters nationwide and has delivered more than $55 million in cash back.
The role
Our members don't stop needing help on Friday at five. This role covers Stake's inbound support queue on Saturday and Sunday, then works a set block on Monday to close the loop on everything the weekend produced.
That Monday shift matters as much as the weekend. You're the person who walks our support manager through what escalated, why, and what the member is still waiting on. You also get to close out the tickets you opened on Saturday, which is one of the better parts of the job.
Requests come in by email, text, and phone. We run support in Intercom.
The schedule
• Saturday and Sunday: inbound coverage, occasional outbound campaign support
• Monday: a set block that overlaps our support manager's day, for escalation handoffs and closing out weekend tickets
• Roughly 20 hours a week total
• If you're open to picking up additional shifts when someone on the team takes time off, tell us. It's a plus, not a requirement.
What you'll do
• Answer inbound member questions across email, text, and phone
• Help members with apartment locating, including how and when they receive their reward for finding a place through Stake
• Answer credit builder questions, including how we report on-time rent payments and where those payments show up
• Handle checking account questions. Whether a transaction should be disputed, why a transfer takes the time it does, what a pending charge means.
• Track every interaction in Intercom so nothing falls through the gap between Saturday morning and Monday afternoon
• Escalate cleanly. Know what you can solve, what needs the manager, and what needs engineering, and write it up so the next person doesn't have to start over.
• Make follow-up calls when the queue is quiet, usually on failed payments or rewards someone hasn't claimed
• Tell us what you're hearing. You see the patterns before anyone else does.
What we're looking for
• A year or more in customer support, ideally somewhere money or accounts were involved
• Experience working out of a real support platform. Intercom is what we use. Zendesk, Front, Freshdesk, HubSpot, or Salesforce Service Cloud all translate fine.
• Genuine organization. Tickets tagged, notes written, statuses accurate, nothing sitting untouched because it slipped your mind.
• Clear writing. Most of this job happens in text.
• A steady phone presence for the calls that need one
• Reliable weekend availability. This is the entire point of the role.
• A quiet workspace and an internet connection you can take calls on
Nice to have: Intercom specifically, Spanish, prior fintech or banking experience, familiarity with disputes or payment timing.
One thing we want to be straight about
Almost nobody contacts a fintech support line to say things are going well. People reach out because a payment didn't land, a reward didn't show up, or money they were counting on isn't where they expected it to be. A lot of these conversations start somewhere between frustrated and furious, and virtually none of it is about you.
The people who do well in this job understand that going in. They let someone finish. They don't take it personally. They say clearly what they can and can't do, and then they do what they said. If that sounds draining, this isn't the right role. If you've done it before and you're good at it, you already know it's a real skill and a rare one.
Compensation and details
$20 to $22 per hour, based on experience. This is a part-time position of about 20 hours per week and is not eligible for health insurance or other benefits. Remote, open to U.S.-based applicants only.