Handling inbound requests through multiple communication channels (phone, email, chat, etc.) from platform customers and internal teams.
Providing timely and accurate responses to inquiries, troubleshooting issues, and offering solutions to ensure customer satisfaction.
Collaborating with and escalating to cross-functional teams including technical support, Platform Success Managers, Risk, and other Payment Operations teammates.
Maintaining records of customer interactions, inquiries, and resolutions using CRM software and/or other designated systems.
Assisting in the development and improvement of support processes and procedures to enhance efficiency and effectiveness.
Following through with customers to ensure issues are resolved satisfactorily, gathering feedback for continuous company improvement.
Participating in training sessions and staying up-to-date on product knowledge, policies, and procedures to provide accurate and up-to-date information to customers.

1-2+ years of experience in a customer support or related role, preferably in payments, fintech, or an adjacent field.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
Strong problem-solving abilities and is passionately customer-focused to effectively address inquiries and resolve issues.
Ability to work well independently as well as collaboratively in a fast-paced environment
Organized and time-efficient in prioritizing tasks to meet deadlines.
Proficiency in using CRM software, ticketing systems, and other relevant tools for managing customer interactions and data entry, preferably HubSpot and Slack.
Incredibly detailed orientated and fixated on accuracy in data entry and record-keeping tasks.
Adaptability and willingness to learn new technologies and processes.

Payment Operations Specialist

Key skills