Customer Support Representative, Tier 1

ePayPolicy; Austin (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

401K

FTO

ePayItForward initiatives

Culture of inclusion

Kitchen stocked

Lunch stipend onsite

Open communication

Growth opportunities

Job summary

ePayPolicy, based in Austin, TX, is hiring a Customer Support Representative to deliver world-class service for a fast-growing SaaS payment platform used by insurance companies nationwide.

You will troubleshoot issues via email, phone, and live chat; onboard new customers; and identify opportunities to upsell features. Join a collaborative team that values initiative, clear communication, and early adoption of AI tools to improve customer experiences.

Qualifications

• 2+ years of customer service at a SaaS company
• Strong communication and problem-solving skills
• Reliable, autonomous, and proactive in a fast-paced environment
• Experience working with cross-functional teams
• Comfortable handling multiple tasks and priorities

Responsibilities

• Troubleshoot and resolve customer issues via email, phone, live chat, or video conference.
• Assist with onboarding new customers via phone and email.
• Identify potential product upsell opportunities and pitch solutions.
• Work with cross-functional teams to resolve issues and improve the customer experience.
• Contribute content for the Knowledge Base and documentation.

Skills

Customer service

SaaS experience

Problem solving

Communication

Team collaboration

Job description

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)

How do we do it?

With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard.

Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them.

Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.

We’re looking for a Customer Support Representative who is obsessed with delivering world-class service to join our vibrant company that’s growing fast. You will be a key player on our highly-rated support team, responding to customer inquiries with urgency and being available at a moment's notice when customers call for help.

Responsibilities And Duties

• Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, video conferencing, etc.
• Work alongside cross-functional teams to resolve issues.
• Assist with onboarding new customers via phone, and email.
• Identify potential product up-sell opportunities and pitch solutions to customers.
• Work on and resolve chargeback cases.
• Assist with creating content for our growing Knowledge Base.
• Offer assistance with

You May Be a Good Fit If

• You have at least 2+ years of customer service experience at a SaaS company
• You're reliable
• You're flexible, resourceful, and thrive while working autonomously
• You're able to think on your feet and solve problems
• You can prioritize tasks and incoming requests accordingly
• You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
• You're very comfortable working in a fast-paced environment
• You're often the first to volunteer, take initiative to think about the next project, and have a real passion for service
• You're able to pick up new concepts quickly and teach others
• You're experienced working in a team environment and juggling multiple projects
• Familiarity with our industry and or banking is a plus
• You've demonstrated software on conference calls and web-sharing
• You're a pro at navigating between systems and using help desk software and tools
• You possess excellent communication and problem-solving skills
• You're patient and not easily flustered when handling tough cases

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• Company-sponsored quarterly “ePayItForward” initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.

Embracing AI at ePayPolicy - At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual's likeness without explicit consent.

We value diversity here at ePayPolicy and understand the importance of creating a safe and comfortable work environment, encouraging individualism and authenticity in every member of our team. We strive to create an accessible and inclusive experience for all candidates. If you need an accommodation during the application or recruiting process, please submit a request to our team via this Interview Accommodation form: https://forms.gle/xKppyKTSqfTUi7hz5