Payments Support Associate

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Provide high-volume assistance via phone, email, and chat to small and medium-sized businesses (SMBs), merchants, and clients utilizing payment processing solutions.

• Evaluate account activities, transaction patterns, and support interactions to pinpoint merchants at risk.

• Propose customized solutions to avert cancellations and enhance retention rates.

• Diagnose and resolve issues related to transaction failures, funding delays, chargebacks, fraud alerts, and account modifications.

• Assist businesses during onboarding, navigating the platform, and utilizing advanced account features.

• Support direct software users, third-party partners, and integrated SaaS solutions.

• Educate merchants on best practices for payment processing, PCI compliance, and fraud prevention strategies.

• Refer complex payment disputes, risk assessments, and compliance matters to the appropriate internal teams.

• Keep precise records of customer interactions, troubleshooting efforts, and resolution processes in the CRM system.

• Contribute to a merchant-centric support approach.

• Remain informed about payment processing regulations, chargeback policies, and industry developments.

⛳️ Requirements

• Prior experience in customer support, particularly in financial services, B2B payments, banking, or fintech is advantageous, though not mandatory.

• Capability to effectively de-escalate calls and deliver solutions that minimize churn and enhance customer satisfaction.

• Proficient in working with CRM systems, payment gateways, and merchant account platforms.

• Excellent verbal and written communication skills, capable of conveying technical payment processing concepts in an understandable manner.

• Ability to adapt to fast-paced, high-volume environments while efficiently managing multiple tasks.

• Quick identification, troubleshooting, and resolution of payment-related issues.

• Strong critical thinking and analytical abilities with an emphasis on solution-finding.

• Competence in handling sensitive financial information with discretion and professionalism.

• Strong dedication to customer satisfaction and relationship-building.

• Must be eligible to work in the United States or Canada without sponsorship.

🏝️ Benefits

• Flexibility to work from any location within your country of employment – whether in-office, remote, or hybrid.

• Comprehensive health and wellness benefits available from Day 1, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.