Customer Service Representative

About the role

We're looking for a bilingual Customer Support Representative (English & Canadian French) to join our team. In this role, you'll help merchants navigate the Payment Card Industry (PCI) compliance process by providing friendly, knowledgeable support across phone, email, and chat. You'll serve as a trusted resource for our customers, helping them complete PCI Self-Assessment Questionnaires (SAQs), resolve technical questions, and deliver an outstanding customer experience.

What You'll Do

• Guide merchants through the PCI Self-Assessment Questionnaire (SAQ) process.
• Respond to customer inquiries via phone, email, and chat in English and Canadian French.
• Identify customer needs, troubleshoot issues, and provide clear guidance and solutions.
• Accurately document customer interactions and maintain merchant records.
• Follow up on open cases to ensure timely resolution.
• Handle customer concerns with professionalism, empathy, and respect.
• Collaborate with teammates to deliver a consistently high-quality customer experience.

What You'll Bring

• Required: Professional fluency in English and Canadian French (spoken and written).
• Strong communication and customer service skills.
• Comfortable working with computers, web applications, email, chat, and phone systems.
• Ability to multitask while maintaining accuracy and attention to detail.
• Strong problem-solving skills and a customer-first mindset.
• Ability to work independently and as part of a collaborative team.
• Typing speed of at least 35 words per minute.

PREFERRED

• Previous customer service or contact center experience.
• Familiarity with basic networking concepts or technical troubleshooting.
• Experience supporting customers in a SaaS or technology environment.

Work Location & Schedule

• Location: Dallas, Texas (Remote)
• Schedule: Full-time hourly, Monday through Friday

Pay Rate

$16.50 / hour

Additional Requirements

• Ability to pass a background check as part of the hiring process.
• Reliable high-speed wired (Ethernet) internet connection for remote work.
• Quiet, distraction-free home workspace.
• Ability to work at a computer and communicate by phone for extended periods during the workday.

Why Join Aperia Compliance?

You'll help customers navigate an important part of the payments ecosystem while working in a supportive, collaborative environment. You'll have opportunities to learn, grow, and make a meaningful impact for merchants across North America.

Aperia Compliance's Commitment to Inclusion

We know great candidates don't always meet every qualification. If you're excited about this opportunity, we encourage you to apply—we'd love to hear what you can bring to IXOPAY.

Equal Opportunity Employer

IXOPAY is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, or gender expression), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.