Remote After-Hours Support Lead

Talus Payments; 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 work policy

Job summary

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

The role requires leadership in coaching and escalating issues when needed. The position offers after-hours coverage with a hybrid/remote work policy and benefits.

Qualifications

• Two years or more of customer service related to merchant processing, retail hospitality or call center environments.
• Proficiency with chat platforms, ticketing systems and phone networks.
• Excellent written and verbal communication skills to explain complex processes simply.

Responsibilities

• Answer customer inquiries via chat, email and phone.
• Diagnose hardware, software and network problems using internal documentation and guides.
• Guide users through steps to identify and troubleshoot technical issues.
• Answer basic billing and deposit related questions.
• Record customer details, issues and resolutions in the CRM.
• Escalate complex issues to leadership as needed.
• Train merchants on how to use new software, hardware or product features.
• De-escalate tense situations to resolve issues and retain merchant accounts.
• Monitor multiple systems to view merchant activity and history.
• Provide coaching to address service deficits.
• Lead by example in time management and collaboration.

Skills

Customer service

Merchant processing knowledge

Chat platforms

CRM systems

Typing speed (40 WPM+)

De-escalation

Job description

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

The role requires leadership in coaching and escalating issues when needed. The position offers after-hours coverage with a hybrid/remote work policy and benefits.