Job Description

Roles & Responsibilities

 Role Overview We're looking for a Customer Support Specialist to be the front line for our merchants and ISV (Independent Software Vendor) partners. You'll be the first point of contact when something isn't working a transaction issue, an onboarding question, a statement discrepancy and you'll own it from first response to resolution. This is a great role for someone who's detail-oriented, alm under pressure, and genuinely enjoys solving problems for people. What You'll Do Respond to merchant and partner inquiries via email, phone, and chat in a timely, professional, and empathetic manner Troubleshoot payment processing issues, including failed transactions, settlement/deposit questions, and terminal or gateway connectivity problems Assist merchants with onboarding and boarding-related questions, escalating processor issues (e.g., Adyen) where needed Support dispute and chargeback inquiries, guiding merchants through documentation and response requirements Track and manage support tickets to resolution using our internal ticketing/CRM tools, maintaining accurate case notes Identify patterns in recurring issues and flag them to Product and Operations for longerterm fixes Collaborate cross-functionally with Product, Engineering, and Sales teams to resolve complex or escalated issues Maintain and contribute to internal knowledge base articles and merchant-facing help documentation Meet or exceed team SLAs for response time, resolution time, and customer satisfaction

Desired Candidate Profile

1 3 years of experience in customer support, client services, or a similar role payments, fintech, or SaaS experience is a strong plus Excellent written and verbal communication skills; able to explain technical concepts in plain language Strong problem-solving instincts and comfort navigating ambiguity Experience with CRM/ticketing platforms (e.g., HubSpot, Zendesk, Intercom) preferred Basic understanding of payment processing concepts (transactions, settlements, chargebacks) is a plus we'll train the rest Highly organized, with the ability to manage multiple open cases simultaneously A customer-first mindset paired with the judgment to know when to escalate

Nice to Have Familiarity with Adyen, Stripe, or other payment processor/PSP ecosystems Experience supporting software partners (ISVs) rather than just end consumers Exposure to healthcare, legal, or professional services verticals'