Payments Escalation Specialist: AI-Driven Support (Hybrid)

Russell Tobin; Austin (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

401(k) retirement savings

Employee discounts with preferred vendors

Job summary

A leading global company in Austin is seeking a Support Specialist II to be the primary escalation point for complex payments issues. The role involves collaborating with Product and Engineering teams to resolve challenging customer cases and improve automatic support through AI. Candidates need at least 3 years in customer support and strong analytical skills. The position offers hybrid work flexibility and comprehensive benefits including healthcare, 401(k), and employee discounts.

Qualifications

• 3+ years of experience in an operations or customer support environment.
• Ability to manage complex escalations and resolve customer problems.
• Strong analytical skills to translate data insights into process enhancements.

Responsibilities

• Resolve complex payments issues while adhering to quality standards.
• Identify workflow gaps for cross-functional improvement opportunities.
• Collaborate with Product and Engineering for timely customer issue resolution.
• Support AI-led systems through case labeling and optimization.

Skills

Problem resolution skills

Analytical skills

Communication skills

Tools

SQL

Data analysis tools

Job description

A leading global company in Austin is seeking a Support Specialist II to be the primary escalation point for complex payments issues. The role involves collaborating with Product and Engineering teams to resolve challenging customer cases and improve automatic support through AI. Candidates need at least 3 years in customer support and strong analytical skills. The position offers hybrid work flexibility and comprehensive benefits including healthcare, 401(k), and employee discounts.