Customer Support Specialist - Payment Processing

Customer Support Specialist - Payment Processing

Location: Remote

Job Summary 

Togetherwork is a family of SaaS solutions that focuses on organizational management, administration, and payment processing. This full-time position is in the Operations area, where you will play a critical role as secondary escalation in assisting our portfolio companies and their customers with questions and concerns related to payment processing. In this role, you will provide direct support over the phone, via e-mail, and through our Zendesk support platform, providing customer solutions with clear and concise communication.

A strong performer in this role will demonstrate a high sense of ownership in addressing customer requests quickly and effectively, strong problem-solving skills to troubleshoot issues, and an eagerness to learn new technologies and processes.

Responsibilities 

Interactive Customer Support (80%):

1. Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone.
2. Prioritize requests based on severity and urgency.
3. Investigate and resolve inquiries based on established process workflows.
4. Retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed.
5. Recognize and escalate issues to higher support levels when necessary.
6. Log all incidents in the Zendesk ticket system, adhering to departmental standards.
7. Advise and educate customers on best practices and proper configuration to achieve optimal results.
8. Work with customers to resolve hardware configuration issues and ensure a smooth payment processing experience.
9. Identify and communicate common support trends and underlying problems, assisting in proactive issue resolution. 
10. Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity to identify and report potential fraud.

Documentation (20%):

1. Contribute to the creation of internal and external knowledge base articles for current and future processes.
2. Review and enhance user guides, technical manuals, FAQs, and other customer documentation.

Ongoing Duties

1. Meet or exceed established goals related to customer satisfaction and issue resolution.
2. Adhere to company policies and procedures while contributing to the company’s overall goals and objectives.
3. Represent the company professionally to clients and the public.
4. Manage time-sensitive tasks efficiently.
5. Safeguard confidential information.
6. Other duties as required.

Requirements 

1. Associate degree or two or more years of equivalent experience in a software support or helpdesk role.
2. Basic understanding of web technologies, web navigation, and Microsoft Office tools.
3. Customer-focused with exceptional interpersonal and customer care skills.
4. Outstanding written and verbal communication skills, with ability to assess and tailor responses to customers' varying levels of understanding.
5. Strong diagnostic, analytic, and problem-solving skills.
6. Self-motivated with ability to work independently or in small teams.
7. Detail-oriented with excellent organizational skills.
8. Ability to multi-task in a fast-paced and constantly evolving environment.

Preferred 

1. Experience with Zendesk or similar customer support software.
2. Familiarity with recognizing signs of potentially fraudulent payment activity.
3. Previous experience with payment processors and troubleshooting credit card terminals/POS devices is a plus.

Why this role: 

• You’ll play a pivotal part in ensuring smooth, secure, and reliable payment processing experiences for customers across a diverse portfolio of software platforms.

• Your work directly impacts customer trust and satisfaction, especially in moments where payment workflows are business-critical.

• This role offers a strong blend of hands-on customer interaction, problem solving, and technical learning—ideal for someone who enjoys diving into details and delivering meaningful solutions.

• You’ll collaborate closely with product, engineering, operations, and support teams, gaining insight into how our payment systems function end-to-end and influencing continuous improvement efforts.

• The role gives you opportunities to grow your expertise in payment processing, fraud mitigation, hardware configuration, and SaaS support within a company that values learning and cross-team partnership.

• You’ll join a supportive, mission-driven environment where your communication skills, ownership mindset, and customer-first approach will make an immediate and lasting impact.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• 100% employer-paid Basic Life and AD&D insurance
• 401(k) retirement plan with a 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 12 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Interview Process & Expectations

Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.