Customer Experience Specialist

TreviPay; United States; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Remote work options

Paid holidays

Competitive benefits starting day one

Career development

Job summary

TreviPay is hiring an entry-level Customer Experience Specialist to deliver high-quality support to customers, merchants, and clients. You will handle billing, invoicing, payments, and disputes via phone and email, guided by clear metrics and SLAs.

The role requires at least 2 years of customer support experience, strong communication skills, and the ability to work in a structured environment. Bilingual Spanish is a plus and growth opportunities are available.

Qualifications

• Minimum of 2 years of customer support experience in a fast-paced environment with inbound calls.
• Experience supporting billing, invoicing, payments, disputes, or account issues.
• Strong verbal and written communication skills.
• Ability to resolve inquiries independently using established processes.
• Excellent organizational skills and attention to detail.
• Ability to work in a metrics-driven environment.
• Spanish language skills are a plus.

Responsibilities

• Provide exceptional customer support via phone and email for customers, merchants, and clients.
• Serve as primary contact for billing, invoices, payments, disputes, and account issues.
• Explain payment and financial information clearly and professionally.
• Meet or exceed department SLAs and SLS.
• De-escalate challenging situations and escalate when needed.
• Document interactions and resolutions in CRM/case management systems.
• Proactively contact customers to address rejections, disputes, or account concerns.
• Collaborate with teammates to identify trends and improve processes.
• Complete required training within established timelines.
• Perform other duties as assigned by leadership.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Attention to detail

Team collaboration

Education

College degree preferred

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

CRM systems

Job description

At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation. Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. TreviPay operates in 35 countries, with offices in Kansas, Mexico City, San Jose CR, Rijswijk NL, and Melbourne AU.

We’re excited to offer an entry-level Customer Support position at TreviPay! This is an entry-level professional role suited for individuals with at least 2 years of customer support experience who are comfortable working in a structured, metric-driven environment.

The Customer Experience Specialist is responsible for delivering a high-quality customer experience by providing timely, accurate, and professional support to TreviPay’s customers, merchants, and clients. We value critical thinking skills aimed at providing the best customer experience possible for all that we support. This role requires strong attention to detail, the ability to manage multiple customer inquiries, and hands‑on experience supporting billing, invoicing, payments, and dispute‑related issues via phone and email.

Principal Duties and Responsibilities

• · Provide exceptional customer support on every interaction with customers, merchants, and clients via phone and email
• · Serve as a primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues
• · Clearly explain payment and financial information to customers in a professional and easy to understand manner
• · Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS)
• · Effectively de-escalate challenging customer situations and demonstrate sound judgment when escalating issues to Tier 2, Tier 3, or leadership
• · Accurately document customer interactions, actions taken, and resolutions in CRM or case management systems
• · Proactively contact customers or merchants to address issues such as rejections, disputes, or potential account concerns
• · Collaborate with team members and leadership to identify trends and support process or documentation improvements
• · Complete required training and assigned learning within established timelines
• · Perform other duties as assigned by leadership

Required Experience, Skills, and Abilities

• · Minimum of 2 years of customer support experience in a fast-paced environment with sustained inbound call volume
• · Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation
• · Strong professional verbal and written communication skills
• · Ability to independently resolve customer inquiries while following established processes and procedures
• · Strong organizational skills with attention to detail and accuracy
• · Critical thinking skills and knowing when to implement creative solutions to provide the best experience possible to our customers/merchants and clients
• · Ability to manage challenging customer situations with professionalism and empathy
• · Comfortable working in a structured, performance driven environment with clear metrics
• · Proficient in Microsoft Outlook, Word, and Excel
• · Experience using CRM or case management systems, or the ability to learn new systems quickly
• · Ability to work effectively both independently and as part of a team
• · Open willingness to accept and implement feedback

Preferred Qualifications

• · College degree preferred or equivalent professional experience
• · Experience supporting B2B customers or financial/fintech products
• · Fluent in Spanish (written and verbal) - is a huge plus!

What is in it forme?

• Work in a friendly and caring companywhere teamwork is key
• Work with skilled people that are invested in your success and growth
• Remote working is the new normal with flexible work options and paid holidays
• Competitive salary with a comprehensive benefits package starting day one
• Work in a fun environment that promotes creative thinking and a positive attitude
• Career development opportunities
• An open-door policy which means your voice will always be heard
• A robust Employee Referral program

At TreviPay we believe:

• in saying yes to unique and challenging requirements
• empowered team members are creative team members
• our products make the customer’s day just a little bit better
• work/life balance makes us all more effective