Payments Support Specialist

Tekmetric; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote-friendly

Health benefits

401(k) with match

Generous PTO

Parental leave

Home office stipend

Wellness programs

Education support

Job summary

Tekmetric is seeking a Payments Support Specialist to join our growing team in the United States. You will respond to escalations, resolve merchant issues, and troubleshoot payments-related problems across Stripe and other gateways.

You’ll document interactions, process Stripe Terminal orders, and liaise with Underwriting and Risk to gather required documents. The role requires 2+ years in support, familiarity with Stripe and CRM systems, and strong communication and empathy.

Qualifications

• 2+ years in a support role.
• Experience with Stripe or other payment gateways is a plus.
• Proficient in Zendesk and Hubspot.
• Clear, empathetic communication.
• Detail-oriented and organized.
• Able to work independently.

Responsibilities

• Respond to escalations from Tier 1 and Tier 2 Customer Support troubleshooting and resolving complex Integrated Payments issues.
• Resolve merchant issues with a solutions-oriented approach while retaining ownership and communicating the current status.
• Troubleshoot and escalate technical issues to partners as needed to address and find resolution.
• Thoroughly document phone conversations in appropriate systems.
• Place orders and return requests for Stripe Terminal card readers ensuring all data is accurate and send notifications and labels to merchants.
• Notify merchants by ticket and phone call when disputes are initiated.
• Write chargeback rebuttal statements, gather, and submit documentation as evidence to counter disputes.
• Review approved applications, verify pricing and information in Stripe match notes from Underwriting, and correct as needed.
• Assist Underwriting and Risk teams in communicating to merchants any outstanding documents needed.
• Help develop and implement standard practices and procedures and document within knowledge base.
• Ability to efficiently and independently perform all job duties.
• Participate in cross-functional team projects.
• Help the team achieve its benchmarks and goals.

Skills

Stripe experience

Zendesk

Hubspot

Clear communication

Empathy

Detail-oriented

Independent worker

Tools

Zendesk

Hubspot

Job description

About Tekmetric

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.
Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive.From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset.
But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

Working the Tekmetric Way

At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together.

We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here.

We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders.

Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you.

At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.

What You’ll Do

Tekmetric is looking for a Payments Support Specialist to perform the following tasks:

• Respond to escalations from Tier 1 and Tier 2 Customer Support troubleshooting and resolving complex Integrated Payments issues
• Resolve merchant issues and complaints with a solutions-oriented approach while retaining ownership and communicating the current status
• Troubleshoot and escape technical issues to partners as needed to address and find resolution
• Thoroughly document phone conversations in appropriate systems
• Place orders and return requests for Stripe Terminal card readers ensuring all data is accurate and send notifications and labels to merchants
• Notify merchants by ticket and phone call when disputes are initiated
• Write chargeback rebuttal statements, gather, and submit documentation as evidence to counter disputes
• Review approved applications, verify pricing and information in Stripe match notes from Underwriting, and correct as needed
• Assist Underwriting and Risk teams in communicating to merchants any outstanding documents needed
• Help develop and implement standard practices and procedures and document within knowledge base
• Ability to efficiently and independently perform all job duties
• Participate in cross-functional team projects
• Help the team achieve its benchmarks and goals

What You’ll Bring

• Minimum of 2 years experience in a Support role
• Experience with Stripe or other payment gateways and processors is a plus!
• Skilled in using CRM systems such as Zendesk and Hubspot
• Ability to communicate clearly and effectively while remaining patient and demonstrating empathy
• Detail-oriented and organized
• Ability to use multiple systems while troubleshooting and researching issues
• Thrives working independently and is self-motivated

Why You'll Love Working With Us

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you’re well-rested.
• Support for every stage of life— with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education - we’re invested in your development.

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information Fraudulent Job Offers.