Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver prompt and professional assistance to current merchants through phone, email, and chat.

• Handle account modifications such as bank updates, pricing changes, and monthly statement submissions.

• Clarify Dealer Pay program options, pricing models, and compliance regulations.

• Investigate and address payment-related issues, including discrepancies in statements and account queries.

• Support escalated matters related to terminals, virtual terminals, card security, and unusual processing activities.

• Keep precise records of merchant interactions, updates, and resolutions within CRM and internal systems.

• Work collaboratively with Technical Support, Implementation, Enrollment, and Operations teams.

• Provide advice on interchange rates, PCI compliance, payment network regulations, and DMS-integrated payment workflows.

• Remain updated on Dealer Pay systems, tools, product advancements, and platform functionalities.

• Utilize Microsoft Office, Slack, and CRM tools to oversee communications and workflows.

• Travel as necessary.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, ideally within payment processing, fintech, or automotive dealership operations.

• Familiarity with interchange, PCI compliance, processing systems, and dispute resolution.

• Excellent verbal and written communication abilities.

• Capability to convey technical or financial concepts in an understandable manner to non-technical audiences.

• Demonstrated problem-solving skills with a proactive and ownership-oriented mindset.

• Experience handling complex or escalated customer inquiries.

• Proficient in Microsoft Office, particularly Excel, Outlook, and Word.

• Proficient in Salesforce.

• Strong attention to detail and effective organizational skills.

• Preferred experience with merchant services platforms, payment terminals, or virtual terminal environments.

• Preferred familiarity with surcharge and consumer choice pricing programs and compliance standards.

• Preferred exposure to DMS platforms.

• Must reside in a state where the company is authorized to employ workers.

• Must have a dedicated, safe, and distraction-free workspace if working remotely.

• Reliable high-speed internet connection adequate for video conferencing and job-related systems if working remotely.

• Ability to adhere to core hours aligned with the specified time zone or scheduling expectations.

• Employment may be subject to a background check.

🏝️ Benefits

• Medical, dental, vision, and life insurance.

• 401(k) with company match.

• Paid time off and holidays.

• Opportunities for growth.

• Opportunities for recognition and rewards.

• Reasonable accommodations for individuals with disabilities.