Key skills
CommunicationRemote Work
About this role
Role Overview
- Be the front line of the Client Support Team
- Answer inbound support inquiries
- Engage with clients via ticketing system
- Ticket Resolution
- Respond to and resolve inbound partner support tickets.
- Respond to and resolve inbound merchant support tickets.
- Triage, document, and escalate tickets to internal teams as necessary.
- Maintain SLAs and track status of all assigned tickets.
- Maintain customer records and changes.
- Contribute to external communication library
- Identify common issues and collaborate with teams for resolution
- Work closely with CSMs to ensure seamless handoffs and shared context
- Work closely with Engineers/Technical Support teams
- Work closely with Onboarding/Risk/Compliance
Requirements
- 1+ year in a customer support, help desk, or IT support role or comparable customer-facing role.
- Problem-solving and written communication skills.
- Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily.
- Experience with ticketing systems (Zendesk, Freshdesk, etc.).
- Exposure to financial software or payment systems is a plus.
Benefits
- Comprehensive health, dental, and vision benefits
- Flexible remote work environment
- Competitive base and growth trajectory within Client Success and/or Payments
- Collaborative, growth-oriented culture