Merchant Support Representative

Voxepay Llc; Northern (KY); Hybrid; USD 23,000 - 33,000; Full time

Benefits offered by this job

Remote work

Fixed weekday hours

No night shifts

Training on how payments work

Direct access to the owner

Job summary

Voxepay Llc is seeking a customer support specialist to handle merchant inquiries by email, phone, and ticketing during US business hours. You will diagnose issues with terminals, gateways, and settlements and escalate when needed.

Clear, plain-language explanations of fees will be essential, along with meticulous ticket tracking. We value patience, strong writing, and a willingness to learn payments concepts; experience with a ticketing system is a plus.

Qualifications

• 1+ year in customer support, service or a similar role.
• Clear written English — most of this job is writing.
• Able to pass a background check after an offer is made.
• Authorized to work in the United States.

Responsibilities

• Answer merchant questions by ticket, email and phone during US business hours.
• Troubleshoot terminal, gateway and settlement problems, and escalated what needs escalating.
• Explain statement line items and fees to merchants in plain English.
• Open and track tickets in the back office so nothing is lost between people.
• Spot merchants heading for a risk or chargeback problem and flag them early.
• Write short, clear replies that a busy owner can act on.

Skills

Written English

Patience

Clear communication

Customer support experience

Tools

Ticketing system

Job description

When a business owner cannot take a card, or a batch has not settled, or a statement shows a fee they do not recognise, they call support. What happens next decides whether they stay with us.

This role is the whole of that. You answer email, phone and web tickets from merchants across the US, work out what is actually wrong, fix what you can and escalated what you cannot. A lot of it is explaining things that were never explained properly in the first place.

You need patience and clear writing more than you need payments experience. We will teach you the payments part. We cannot teach somebody to care whether the merchant on the other end gets sorted out.

What you will do

• Answer merchant questions by ticket, email and phone during US business hours
• Troubleshoot terminal, gateway and settlement problems, and escalated what needs escalating
• Explain statement line items and fees to merchants in plain English
• Open and track tickets in the back office so nothing is lost between people
• Spot merchants heading for a risk or chargeback problem and flag them early
• Write short, clear replies that a busy owner can act on

What we are looking for

• Authorized to work in the United States
• Based in the United States
• Able to pass a background check after an offer is made
• 1+ year in customer support, service or a similar role
• Clear written English — most of this job is writing
• Able to work US business hours, Monday to Friday
• Reliable internet and a quiet place to work

Nice to have

• Experience supporting payments, POS, SaaS or fintech customers
• Worked with a ticketing system before
• Spanish or another second language

Pay

$17–$24 / hour Quarterly customer-satisfaction bonus. Starting rate depends on experience.

Benefits

• Remote, fixed weekday hours, no night shifts
• Proper training on how payments actually work
• A say in how the support process gets built — it is early enough to shape it
• Direct access to the owner