Remote Global Payments Support Specialist

borderless™; United States; Hybrid; USD 30,000 - 55,000; Full time

Job summary

borderless™ is a global fintech company transforming how businesses move money across borders. We’re seeking a thoughtful Support Specialist to be a trusted point of contact for customers, troubleshoot payments, and collaborate with Operations, Sales & Marketing to resolve complex issues.

You’ll handle tickets, document interactions, and escalate where needed, while staying calm under pressure and delivering clear, non-technical explanations to non-technical users across multiple time zones.

Qualifications

• 1+ years of experience in customer support, technical support, operations, SaaS, fintech, or a similar customer-facing role.
• Excellent written and verbal communication skills.
• Strong attention to detail and the ability to accurately investigate issues involving financial transactions.
• Strong problem-solving and troubleshooting skills.
• Ability to manage multiple customer requests while prioritizing urgent or time-sensitive issues appropriately.
• Ability to take ownership of a problem rather than simply passing it to another team.
• Comfortable working independently in a fast-moving startup environment.
• Strong judgment and the ability to recognize when an issue should be escalated.
• Comfortable communicating with customers who may be frustrated, confused, or dealing with time-sensitive payment issues.
• Ability to learn new software, systems, and technical concepts quickly.
• Professional, respectful, and customer-focused communication style.

Responsibilities

• Manage customer support requests through ticketing and communication channels with timely, accurate, and thoughtful responses.
• Help customers troubleshoot issues related to payments, payouts, accounts, verification, platform functionality, and payment status.
• Clearly explain product functionality, payment processes, requirements, and next steps to customers.
• Take ownership of customer issues and follow through until a resolution is reached.
• Identify when an issue requires escalation and provide internal teams with clear, complete, and actionable information.
• Work closely with Operations, Sales & Marketing teams to help grow the company.
• Communicate technical or operational issues in a way that is easy for non-technical customers to understand.
• Document customer interactions, investigations, resolutions, and recurring issues accurately.
• Identify recurring support issues and patterns and communicate opportunities to improve the product, processes, and customer experience.
• Help create and improve internal documentation, FAQs, and customer-facing support materials.
• Help create content & sales materials based on learnings and direction from other cross-functional teams
• Provide feedback to Product and Operations teams based on real customer experiences.
• Maintain a high standard of professionalism when handling sensitive, urgent, or escalated customer situations.
• Help ensure customers receive a consistent and high-quality support experience as borderless™ continues to scale.

Skills

Customer support

SaaS experience

Attention to detail

Ownership mindset

Communication

Tools

CRM software

Ticketing system

APIs basics

Job description

borderless™ is a global fintech company transforming how businesses move money across borders. We’re seeking a thoughtful Support Specialist to be a trusted point of contact for customers, troubleshoot payments, and collaborate with Operations, Sales & Marketing to resolve complex issues.

You’ll handle tickets, document interactions, and escalate where needed, while staying calm under pressure and delivering clear, non-technical explanations to non-technical users across multiple time zones.