Customer Service Specialist (Payment Processing, Fin Tech, Merchant Services, SaaS)

Coastal Pay is seeking a highly organized and resourceful Customer Support Specialist to support their merchants and agents. The role involves managing customer inquiries related to payment processing and ensuring efficient communication between internal teams and external vendors while providing exceptional customer support.

Responsibilities:

• 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 with strong attention to detail when managing customer requests and account information
• Clear, professional communicator who can confidently assist merchants and explain payment-related issues
• Resourceful problem-solver who takes ownership of customer questions and follows issues through to resolution
• Tech-savvy and comfortable learning new systems, platforms, and support tools
• Able to manage multiple customer inquiries while maintaining a high level of responsiveness and accuracy
• Trustworthy and discreet when handling sensitive merchant and transaction information
• Prior experience in customer support, fintech, SaaS, or payments environments preferred
• Schedule Remote 9 - 5pm EST (REQUIRED)
• Best suited for someone who is self-directed and comfortable working independently
• 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
• Familiarity with CRM platforms such as IRIS, Salesforce, or HubSpot