Remote Customer Support Specialist - Fast-Paced & Impactful

PaymentWorks, Inc.; Northern (KY); Hybrid; USD 50,000 - 75,000; Full time

Job summary

PaymentWorks is seeking a Customer Support Representative to join our Customer Support team. You will handle inbound requests, triage issues, and deliver timely, clear responses while building product knowledge.

You will collaborate with cross-functional teams, contribute to knowledge base content, and help improve processes. This role is remote with state restrictions; strong communication and problem-solving are essential.

Qualifications

• Excellent written and verbal communication.
• Experience with CRM or ticketing platforms (HubSpot, Salesforce, Jira).
• Exceptional attention to detail and strong organizational skills.
• Experience in high-volume, deadline-driven customer support, preferably in financial services.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• Strong problem-solving and proactive approach to solutions.
• Ability to work independently and collaboratively as part of a team.
• Commitment to continuous learning and professional growth.
• Interest in improving processes and contributing to team efficiency.
• Understanding of Accounts Payable and ACH payment processes is preferred.
• Experience supporting strategic or high-value customer accounts, including managing expectations.

Responsibilities

• Manage a high volume of inbound support tickets and ensure timely, professional responses.
• Triage incoming requests to prioritize work and route tickets appropriately.
• Resolve customer questions and service issues across channels (email, phone).
• Communicate clearly with customers, adapting messaging to technical and non-technical audiences.
• Investigate issues thoroughly and escalate when required.
• Collaborate with cross-functional teams to support resolution and customer experience.
• Contribute to knowledge base articles, templates, and SOPs to improve efficiency.
• Develop knowledge of the PaymentWorks platform and customer workflows.
• Review customer usage patterns to identify issues or improvement opportunities.
• Support process or product improvements through proactive insights.
• Collaborate with team members and maintain a positive team environment.
• Provide coverage during holidays to ensure continuity of service.

Skills

CRM experience

Strong communication

Attention to detail

High-volume support

Multitasking

Problem solving

Team player

Continuous learning

Process improvement

Accounts Payable/ACH knowledge

Strategic accounts support

Tools

HubSpot

Salesforce

Jira

Job description

PaymentWorks is seeking a Customer Support Representative to join our Customer Support team. You will handle inbound requests, triage issues, and deliver timely, clear responses while building product knowledge.

You will collaborate with cross-functional teams, contribute to knowledge base content, and help improve processes. This role is remote with state restrictions; strong communication and problem-solving are essential.