Payment Support Lead - Escalations & Analytics

TikTok; San Jose (CA); On-site; USD 88,000 - 151,112; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company match

Paid parental leave

Job summary

A global tech company is seeking a Payment Customer Support Specialist to manage and support payment-related inquiries for users. The role involves monitoring support queues, resolving complex issues, and improving overall performance metrics. Ideal candidates will have experience in customer support, particularly in payments or financial technology, and strong analytical and communication skills. Additional benefits include comprehensive medical coverage and generous paid time off, promoting a supportive work environment.

Qualifications

• Proven experience in customer support focused on payments or financial technology.
• Experience in managing high volumes of customer escalations.
• Strong analytical skills to interpret data and generate reports.

Responsibilities

• Monitor and manage incoming support ticket queues.
• Serve as a primary contact for complex payment issues.
• Track and report on key performance indicators.

Skills

Customer support experience

Ticket management

Analytical skills

Communication skills

Empathy

Education

Experience in payments or e-commerce

Tools

Zendesk

Jira

Job description

A global tech company is seeking a Payment Customer Support Specialist to manage and support payment-related inquiries for users. The role involves monitoring support queues, resolving complex issues, and improving overall performance metrics. Ideal candidates will have experience in customer support, particularly in payments or financial technology, and strong analytical and communication skills. Additional benefits include comprehensive medical coverage and generous paid time off, promoting a supportive work environment.