Overnight Support Lead - Merchant Tech & Support

Talus; Dallas (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401k with Company Match

Casual dress environment

Hybrid/Remote policy

Job summary

Talus is seeking an After-Hours CS Lead to support merchant-facing operations during the overnight hours. You will handle customer and technical inquiries via phone, email, or chat, identify root causes, and provide effective resolutions with a focus on world-class service.

You will work quickly and independently, using multiple systems to monitor activity, document issues, and escalate to leadership as needed. Full benefits and hybrid/remote options available.

Qualifications

• 2+ years in customer service related to merchant processing or call center environments.
• Proficiency with chat platforms, ticketing systems and phone networks.
• Fast and accurate typing (40 WPM+).
• Ability to remain calm and professional with frustrated customers.
• Strong written and verbal communication; explain complex processes simply.

Responsibilities

• Answer inquiries via chat, email, and phone.
• Diagnose hardware, software, and network problems using internal guides.
• Guide users through steps to identify and troubleshoot issues.
• Record details and resolutions in the CRM; escalate when needed.
• Provide coaching to merchants and lead by example in time management.

Skills

Customer service

Merchant processing

Chat platforms

Phone networks

Multitasking

Written communication

Verbal communication

Tools

CRM software

Ticketing systems

Job description

Talus is seeking an After-Hours CS Lead to support merchant-facing operations during the overnight hours. You will handle customer and technical inquiries via phone, email, or chat, identify root causes, and provide effective resolutions with a focus on world-class service.

You will work quickly and independently, using multiple systems to monitor activity, document issues, and escalate to leadership as needed. Full benefits and hybrid/remote options available.