Customer Support Specialist III

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

📋 Description

• Address intricate STAX payment challenges related to transactions, refunds, disputes, chargebacks, integrations, and configurations.

• Take ownership of escalated cases from the troubleshooting phase to resolution, collaborating with internal teams as necessary.

• Deliver exceptional customer support through clear communication, prompt updates, and effective de-escalation techniques.

• Recognize recurring issues and propose solutions to enhance support processes.

• Ensure accurate documentation is maintained while adhering to quality standards.

• Provide clear information and next steps for issues that have been escalated.

• Engage in proactive communication to maintain customer trust.

• Discover methods to minimize repeat issues and decrease resolution time.

⛳️ Requirements

• A minimum of 3 years of experience in payments, specifically in support, payment processing, or a similar role.

• Experience with STAX Payments is mandatory.

• Proven track record in resolving complex payment and technical issues along with escalations.

• Strong skills in customer communication, de-escalation, and problem-solving.

• Capability to work independently with a sense of urgency, ownership, and accountability.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance options.

• Wellness benefits that support lifestyle, behavioral health, and overall well-being.

• Flexible paid time off policy.

• Sick leave provisions.

• 10 company-paid holidays each year.

• 401(k) plan with a company match available.

• Initiatives by the Culture Committee that promote connection, enjoyment, and a sense of belonging.

• Opportunities for additional compensation such as bonuses or equity, where applicable.