Customer Support Representative

PaymentWorks is hiring a Support Representative for our Customer Support team. This person will play an active role on a multidisciplinary team whose primary responsibility is to investigate and respond to inbound support tickets and ensure the best experience for our users. Team members also work to continually learn from users’ experiences and behavior patterns so we can leverage this knowledge to optimize the product and refine our support capability for constantly improving service.

The ideal candidate is reliable, detail-oriented, and conscientious. You are a self-motivated, top-notch communicator, excellent listener, natural problem solver, and great multitasker who can work in a fast-paced, dynamic environment. We encourage and reward initiative, drive, creative thinking, and ownership of process and procedure implementation. We offer a challenging environment where the pace of everyone’s career growth is driven by the level of their commitment and contribution to the business.

If you are passionate about customer support and want to contribute to the overall success of our customers, platform, and company, this position is an ideal fit for you.

• Manage a large volume of incoming customer cases in a friendly and courteous manner.
• Handle customer interactions with diplomacy and tact. You must be able to gauge the customer’s technical ability and communicate in appropriate technical or non-technical language as needed.
• Resolve questions and service issues for customers via email or phone as appropriate.
• Review customer usage metrics regularly to identify problem areas and opportunities for improving engagement.
• Be curious and reflective to discover and articulate areas of improvement.
  

• Superior communication skills: excellent verbal, written, and presentation skills
• Prior experience using a CRM platform, like Salesforce, HubSpot, etc.
• Exceptional attention to detail and organizational skills
• Previous customer service experience in a high volume, deadline-driven environment, preferably in financial services
• The ability to work within a team and independently as a motivated self-starter
• An innate interest in contributing to the overall improvement of work processes- when you see how something could be done better, you do something about it
• An understanding of Accounts Payable and ACH payment processes preferred
  

• We have a proven market need
• We have hockey stick growth expectations
• Our product stops payments fraud (yes, you will regularly stop bad guys!)
• We are small and nimble, and we move fast. New ideas, new problems to solve, and new customers happen every day
• We respect that you have a life outside of work (i.e., we have options for flexible work schedules, and we have great benefits, including unlimited PTO)
• Every employee has an impact – no one here is a cog in a machine

Applicants must pass a background check prior to being officially accepted for employment.

Job is remote; however, applicants must reside in one of the following states:

Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Massachusetts, Montana, Nevada, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, West Virginia, Wisconsin

At PaymentWorks, we base our employment decisions entirely on business needs, job requirements, and qualifications. We do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.

PaymentWorks digital supplier onboarding is the foundation of vendor master data management – enabling organizations to control costs and risks while executing a payables strategy to optimize the time value of money.

To apply for this position, send an email with your resume and references to: [email protected]