Customer Experience Specialist

· Provide exceptional customer support on every interaction with customers, merchants, and clients via phone and email

· Serve as a primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues

· Clearly explain payment and financial information to customers in a professional and easy to understand manner

· Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS)

· Effectively de-escalate challenging customer situations and demonstrate sound judgment when escalating issues to Tier 2, Tier 3, or leadership

· Accurately document customer interactions, actions taken, and resolutions in CRM or case management systems

· Proactively contact customers or merchants to address issues such as rejections, disputes, or potential account concerns

· Collaborate with team members and leadership to identify trends and support process or documentation improvements

· Complete required training and assigned learning within established timelines

· Perform other duties as assigned by leadership

· Minimum of 2 years of customer support experience in a fast-paced environment with sustained inbound call volume

· Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation

· Strong professional verbal and written communication skills

· Ability to independently resolve customer inquiries while following established processes and procedures

· Strong organizational skills with attention to detail and accuracy

· Critical thinking skills and knowing when to implement creative solutions to provide the best experience possible to our customers/merchants and clients

· Ability to manage challenging customer situations with professionalism and empathy

· Comfortable working in a structured, performance driven environment with clear metrics

· Proficient in Microsoft Outlook, Word, and Excel

· Experience using CRM or case management systems, or the ability to learn new systems quickly

· Ability to work effectively both independently and as part of a team

· Open willingness to accept and implement feedback

· College degree preferred or equivalent professional experience

· Experience supporting B2B customers or financial/fintech products

· Fluent in Spanish (written and verbal) - is a huge plus!

• Competitive salary
• Paid parental leave
• Generous paid time off
• Medical, dental, vision, FSA, Life/AD&D, long and short term disability
• 401K matching
•  Employee referral program

• in saying yes to unique and challenging requirements
• empowered team members are creative team members
• our products make the customer’s day just a little bit better
• work/life balance makes us all more effective