Customer Support Specialist - Payment Processing

Location: Remote

About the Role

Togetherwork is a family of SaaS solutions focused on organizational management, administration, and payment processing. This full-time position in the Operations area will have you serve as a secondary escalation point, assisting our portfolio companies and their customers with payment-processing questions and concerns. You’ll provide direct support over the phone, via email, and through our Zendesk platform, delivering clear, concise solutions. Strong performers demonstrate ownership, rapid problem-solving, and a drive to learn new technologies and processes.

Responsibilities

• Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone (80% of role).
• Prioritize requests based on severity and urgency.
• Investigate and resolve inquiries following established process workflows.
• Retain ownership of requests, providing timely updates until resolution or escalation.
• Recognize and escalate issues to higher support levels when necessary.
• Log all incidents in Zendesk, adhering to departmental standards.
• Advise and educate customers on best practices and proper configuration for optimal results.
• Work with customers to resolve hardware configuration issues and ensure smooth payment processing.
• Identify and communicate common support trends and underlying problems to assist in proactive issue resolution.
• Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity.
• Contribute to internal and external knowledge-base articles, user guides, technical manuals, and FAQs (20% of role).
• Meet or exceed goals for customer satisfaction and issue resolution.
• Adhere to company policies and procedures while contributing to overall company objectives.
• Represent the company professionally to clients and the public.
• Manage time-sensitive tasks efficiently and safeguard confidential information.
• Perform other duties as required.

Requirements

• Associate degree or two or more years of equivalent experience in a software support or helpdesk role.
• Basic understanding of web technologies, web navigation, and Microsoft Office tools.
• Customer-focused with exceptional interpersonal and customer-care skills.
• Outstanding written and verbal communication skills; ability to tailor responses to varying customer understanding levels.
• Strong diagnostic, analytic, and problem-solving skills.
• Self-motivated with the ability to work independently or in small teams.
• Detail-oriented with excellent organizational skills.
• Ability to multi-task in a fast-paced, constantly evolving environment.

Preferred Qualifications

• Experience with Zendesk or similar customer-support software.
• Familiarity with recognizing signs of potentially fraudulent payment activity.
• Previous experience with payment processors and troubleshooting credit-card terminals/POS devices.

Why This Role

You’ll play a pivotal part in ensuring smooth, secure, and reliable payment-processing experiences for customers across a diverse portfolio of software platforms. Your work directly impacts customer trust and satisfaction, especially in moments where payment workflows are business-critical. This role offers a blend of hands-on customer interaction, problem-solving, and technical learning—ideal for someone who enjoys diving into details and delivering meaningful solutions. You’ll collaborate closely with product, engineering, operations, and support teams, gaining insight into how our payment systems function end-to-end and influencing continuous improvement efforts. The role provides opportunities to grow your expertise in payment processing, fraud mitigation, hardware configuration, and SaaS support within a company that values learning and cross-team partnership. You’ll join a supportive, mission-driven environment where your communication skills, ownership mindset, and customer-first approach will make an immediate and lasting impact.

Benefits

• Medical, dental, and vision insurance options.
• 100% employer-paid short/long-term disability.
• 100% employer-paid basic life and AD&D insurance.
• 401(k) retirement plan with a 100% company match up to 4%.
• Flexible paid personal/vacation time built on mutual trust and accountability.
• 10 sick days annually.
• 10 company-paid holidays.
• 12 weeks paid parental leave.

Inclusion and Diversity

Togetherwork is an Equal Employment Opportunity Employer. We value diverse backgrounds, experiences, and viewpoints and do not make hiring or employment decisions based on race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by law.

Interview Process & Expectations

Our interviews are interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews. To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews reflect an individual’s judgment, problem-solving approach, and communication.