Customer Support Specialist

About the role

This position provides direct support to business owners through phone calls, email, chat, text messaging, through our ticketing platform while assisting with account maintenance, reconciliation questions, funding research, product support, and general account inquiries. This role also partners closely with internal teams such as Technical Support, Risk, Product, and Sales to ensure merchants receive timely and accurate resolutions.

Responsibilities

• Provide frontline customer support through phone, email, chat, text messaging, through our ticketing system
• Handle account maintenance requests, reconciliation questions, funding research, and general support inquiries
• Aid merchants with payment-related questions, product adds, equipment requests, and account updates
• Support customers with fraud, risk-related, and high-ticket inquiries while partnering with internal departments as needed
• Identify and escalate technical issues to the Technical Support team when appropriate
• Manage a fast-paced workload that includes inbound/outbound calls and active support cases simultaneously
• Utilize critical thinking and problem-solving skills to resolve customer issues
• Navigate multiple systems and tools to research accounts and provide accurate information efficiently
• Deliver excellent customer experiences measured through quality assurance and customer satisfaction metrics
• Contribute feedback, process improvements, and Knowledge Base content to support team growth and operational efficiency
• Partner with sponsoring banks, software vendors, and internal teams to support merchants effectively

Qualifications

• 1-2 years of previous call center experience
• Excellent verbal and interpersonal communication skills
• Enjoys working with clients and sales reps over the phone
• Able to assess challenging situations and find opportunities for improvement
• Able to accurately follow customer workflows in a fast-paced environment
• Availability for occasional overtime hours
• Hardworking but with a sense of humor and ability to have fun!
• Bilingual preferred