Customer Service Specialist (Fin Tech)

Coastal Pay is a fintech company looking for a highly organized and resourceful Customer Support Specialist to support merchants and agents. The role involves providing exceptional customer support, managing inquiries, and ensuring efficient communication between internal teams and external vendors in a fast-paced environment.

Responsibilities:

• The Support Agent is responsible for providing exceptional customer support to merchants while ensuring efficient communication between internal teams and external vendors
• Manage and triage inbound calls (approximately 15–20 per day), assisting merchants with inquiries or routing calls to the appropriate department when necessary
• Monitor support ticket queues and escalate issues to the appropriate teams as needed
• Maintain accurate and thorough documentation of all customer interactions, issues reported, and resolutions provided
• Adhere to company customer service policies, procedures, and knowledge standards
• Serve as a liaison between merchants and internal departments to ensure timely resolution of inquiries
• Handle complex client escalations through multiple communication channels including phone, email, ticketing systems, chat, and other support platforms used by Coastal Pay
• Assist merchants with basic account support requests such as account updates, password resets, CRM navigation, and gateway assistance
• Follow up with merchants who have left voicemails or support requests, including messages received during weekends or outside business hours
• Respond to customer support emails in a professional and timely manner
• Coordinate with vendors to process account updates and changes when required
• Utilize and maintain proficiency in company tools and platforms including CRM systems and vendor portals (e.g., Asana, Slack, Zendesk) to deliver efficient support
• Apply strong problem-solving and critical thinking skills to resolve complex situations and provide effective solutions
• Communicate and escalate significant issues to leadership to ensure prompt resolution and continued client success

Requirements:

• Highly organized and resourceful
• Takes ownership of customer issues
• Enjoys solving problems
• Confidently guides agents through questions related to payment processing, transactions, onboarding, and account support
• Ensures merchants receive responsive, knowledgeable service
• Helps internal teams operate smoothly
• Naturally curious and detail-oriented
• Comfortable working in a fast-moving fintech environment
• Delivers exceptional customer experiences
• Thinks critically to resolve issues
• Self-directed and comfortable working independently
• Provides exceptional customer support to merchants
• Manages and triages inbound calls (approximately 15–20 per day)
• Monitors support ticket queues and escalates issues as needed
• Maintains accurate and thorough documentation of all customer interactions
• Adheres to company customer service policies, procedures, and knowledge standards
• Serves as a liaison between merchants and internal departments
• Handles complex client escalations through multiple communication channels
• Assists merchants with basic account support requests
• Follows up with merchants who have left voicemails or support requests
• Responds to customer support emails in a professional and timely manner
• Coordinates with vendors to process account updates and changes
• Utilizes and maintains proficiency in company tools and platforms
• Applies strong problem-solving and critical thinking skills
• Communicates and escalates significant issues to leadership
• Strong attention to detail when managing customer requests and account information
• Clear, professional communicator
• Resourceful problem-solver
• Tech-savvy and comfortable learning new systems
• Able to manage multiple customer inquiries while maintaining responsiveness and accuracy
• Trustworthy and discreet when handling sensitive information
• Prior experience in customer support, fintech, SaaS, or payments environments
• Familiarity with CRM platforms such as IRIS, Salesforce, or HubSpot