Customer Support Representative

PaymentWorks; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is looking for a proactive Customer Support Representative to join their dynamic team. This role goes beyond answering questions; it focuses on problem-solving and enhancing the customer experience. Ideal candidates will thrive in a fast-paced environment, possess strong communication skills, and demonstrate a customer-first mindset. You will manage customer inquiries through various channels, ensuring timely resolutions while collaborating with teams to improve platform functionality. If you are adaptable, curious, and motivated to help others succeed, this opportunity is perfect for you.

Qualifications

• 2+ years in a customer-facing support role, ideally in SaaS or fintech.
• Demonstrated experience with inbound and outbound phone support.

Responsibilities

• Manage a high volume of customer tickets across phone and email.
• Collaborate with cross-functional teams to escalate product issues.

Skills

Customer Service

Problem Solving

Time Management

Communication Skills

CRM Navigation

Tools

HubSpot

Salesforce

Zendesk

Job description

PaymentWorks is seeking a proactive, empathetic, and tech-savvy Customer Support Representative to join our high-performing Customer Support team. In this role, you’ll go beyond answering questions—actively solve problems, provide workarounds, and make it easy for payees and payers to navigate our platform. You’ll manage inbound and outbound communication across phone and email, owning your backlog and delivering an outstanding customer experience that builds trust and drives platform adoption.

This role is ideal for someone who thrives in a fast-paced environment, genuinely enjoys helping others, and is committed to continuously improving themselves, the team, and our support processes. You are adaptable to change, naturally curious, and stay motivated while working independently in a remote setting.

In This Role, You Will:

1. Manage a high volume of customer tickets across phone and email with a friendly, solutions-first approach.
2. Make and receive phone calls to resolve time-sensitive or complex customer issues—explaining next steps clearly and with empathy.
3. Own your backlog: Proactively follow up on open cases, provide timely updates, and ensure issues are fully resolved, not just answered.
4. Understand and anticipate customer pain points, especially for payees and payers, offering helpful workarounds when a full resolution isn’t immediately available.
5. Collaborate with cross-functional teams to escalate product issues and share insights that can improve platform functionality or UI.
6. Stay curious: regularly review customer behavior and support trends to spot opportunities for process or product improvement.
7. Contribute to internal documentation and process improvement efforts by identifying gaps and sharing suggestions.

You’re a Great Fit If You Have:

• 2+ years in a customer-facing support role, ideally in SaaS, fintech, or high-volume environments.
• Demonstrated experience with both outbound and inbound phone support, including documenting calls accurately and efficiently using CRM best practices. You understand how to navigate live conversations with confidence and empathy while ensuring follow-up actions are clearly recorded.
• A customer-first mindset: You’re not just answering questions—you’re helping someone succeed.
• Prior experience using a CRM or ticketing system (e.g., HubSpot, Salesforce, Zendesk).
• Strong time management skills and the ability to balance speed with quality.
• Exceptional verbal and written communication skills and the ability to adapt your tone and approach based on the audience.
• Comfortable learning and navigating software platforms.
• Familiarity with Accounts Payable and ACH processes is a plus.
• Experience working from home and staying motivated and organized in a remote, independent environment.
• An adaptable mindset and a natural curiosity for learning and growing.