Must exemplify TreviPay Mission and Values.
Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
Skilled to de-escalate challenging customers, clients or merchants and provide exceptional customer support. Use sound judgement to route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership).
Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures.
Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
Welcome change and adapt positively to internal and external changes as well as driving change as needed.
Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
Complete assigned learning before the due date while actively participating in learning sessions.
Perform other duties as assigned by leadership.

Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
Minimum two years of customer support experience with heavy inbound call volume.
Motivated and enthusiastic with a desire to be in Customer Success.
Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.
Ability to skillfully manage challenging customer situations.
Coachable with ability to improve performance based on feedback.
Proficient with Outlook, Word, and Excel.
Ability to work in a team and independent environment.
Ability to consistently meet expectations in an ever-changing environment.
Professional written and verbal communication skills.

Work in a friendly and caring company where teamwork is key
Work with skilled people that are invested in your success and growth
Remote working is the new normal with flexible work options and paid holidays
Competitive salary with a comprehensive benefits package starting day one
Work in a fun environment that promotes creative thinking and a positive attitude
Career development opportunities
An open-door policy which means your voice will always be heard
A robust Employee Referral program

Program Success Associate

Key skills