PCI Compliance Specialist

About the role

This role is an opportunity to combine customer support expertise with cybersecurity and payment-card compliance knowledge in a fully remote environment. You'll help customers navigate PCI DSS requirements and resolve platform or compliance-related issues efficiently. As a key point of contact, you'll support users across phone, chat, email, and ticketing channels. The role emphasizes first-contact resolution, clear communication, and a strong customer-first mindset. You'll also identify recurring issues, recommend process improvements, and escalate important trends. Success requires accuracy, empathy, sound judgment, and the ability to manage a high-volume workload independently. This is a strong opportunity for a customer-focused professional interested in building expertise in cybersecurity and compliance.

Accountabilities

• Provide timely and professional customer support through inbound calls, live chat, email, and back-office tickets, resolving inquiries accurately and efficiently.
• Guide customers through PCI DSS compliance processes using clear, practical, step-by-step instructions.
• Assist users with accessing, navigating, and troubleshooting the online compliance platform while minimizing disruption to their operations.
• Research issues using knowledge bases, internal tools, and available resources to independently identify solutions and achieve first-contact resolution.
• Collect, verify, and apply relevant customer information to resolve inquiries efficiently and accurately.
• Handle escalations and challenging customer interactions professionally, empathetically, and in accordance with established policies.
• Maintain detailed and accurate records of customer interactions and actions taken within internal systems.
• Manage workload independently while meeting productivity, quality, and service-level expectations.
• Identify recurring issues and opportunities to improve processes, efficiency, and compliance outcomes, escalating significant trends when appropriate.
• Consistently meet or exceed established performance metrics and quality standards across all support channels.

Requirements

• High school diploma or equivalent required.
• At least 1 year of experience in a call center, customer service, technical support, or similar customer-facing environment.
• Working knowledge of Microsoft Office applications, particularly Word, Excel, and Outlook.
• Strong customer-service orientation with a collaborative, positive, and professional approach.
• Excellent verbal communication and active listening skills, with the ability to explain complex information clearly.
• Professional telephone presence and strong interpersonal skills.
• Strong attention to detail and the ability to manage multiple tasks and priorities effectively.
• Solid analytical, decision-making, and problem-solving abilities.
• Ability to work independently with limited direct supervision while maintaining accountability for accuracy and productivity.
• Interest in cybersecurity, payment-card security, or PCI DSS compliance is advantageous, though prior PCI expertise is not explicitly required.

Benefits

• Fully remote position within the United States, with preference for candidates in Arizona, Washington, or California.
• Hourly compensation of $17.00–$18.00, depending on location and experience.
• Additional bonus opportunity.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Additional employee benefits and support programs.
• Evening schedule options: 3:30 PM–12:00 AM MST or 2:30 PM–11:00 PM PST.
• Opportunity to develop specialized experience in PCI DSS, cybersecurity, compliance, and customer support.