Payment Services Specialist

About the role

This position is for a Payment Services Specialist who will assist customers through several support channels and help close out issues tied to payment processing, point-of-sale systems, activations, and other service concerns.

The role calls for solid customer service capability, hands-on payment industry experience, careful documentation, and a structured approach to troubleshooting. It is suited to someone who can work independently in a remote setting while still meeting service expectations, productivity targets, and the needs of partner teams.

The work schedule is Monday through Friday from 8:00 a.m. to 5:00 p.m. Mountain Standard Time, no matter where the employee is located.

Responsibilities

• Support customers via phone, email, chat, SMS, and Slack.
• Address service questions, requests, complaints, and issue resolution in line with established support standards.
• Investigate and resolve payment processing and POS-related problems.
• Monitor, update, and follow through on Zendesk tickets to support timely closure.
• Assist with customer activations and continuing payment-service needs.
• Stay up to date on payment products, support procedures, service offerings, and customer expectations.
• Record customer conversations, issue details, troubleshooting actions, and final resolutions with accuracy.
• Draft or revise internal knowledge-base content, FAQs, and other support materials.
• Work with Sales, Payments, Customer Success, and Product teams to solve issues and improve the customer journey.
• Spot recurring patterns, service weaknesses, product issues, and process improvement opportunities.
• Handle routine inquiries and calls, including cases that require judgment beyond standard workflows.
• Support additional projects as business priorities change.

Requirements

• High school diploma or an equivalent credential.
• At least 3 years of experience in payments, payment processing, or customer support for payment processing.
• Background in a call center or other high-volume support setting.
• Strong analytical and problem-solving ability.
• Clear, professional communication skills in both writing and speaking.
• Customer-focused approach with empathy, patience, and professionalism.
• Ability to manage multiple tasks while maintaining quality and productivity standards.
• High attention to detail and consistent note-taking/documentation habits.
• Familiarity with support platforms such as Zendesk.
• Familiarity with collaboration tools such as Slack.
• Dependable, punctual, and able to work independently in a remote environment.
• Comfort working remotely without close in-person supervision.
• Authorization to work in the United States is required.
• Must live in a U.S. time zone.
• Must be available to work Monday through Friday, 8:00 a.m. to 5:00 p.m. MST, regardless of location.

Preferred qualifications

• Experience supporting POS products or merchant services.
• Stronger understanding of the payments ecosystem, including ISOs, processors, acquirers, and PayFacs.
• Experience building or maintaining internal knowledge-base resources.
• Exposure to cross-functional work in a fintech or SaaS environment.
• Interest in improving processes and operational efficiency.
• Ability to adapt to changing products, tools, customer needs, and support workflows.

Compensation

The hourly pay range is $24.04 to $28.85, which works out to an estimated annual compensation of $50,000 to $60,000.

What’s offered

• Tools and resources to help employees work effectively from home.
• Optional office space in Boulder, Colorado.
• Competitive pay and benefits.
• Open communication from leadership.
• Access to experienced payments specialists who can help new hires learn PayFac-as-a-Service.
• One half-day off each week for Support team members on a rotating schedule.
• An inclusive workplace that values equal opportunity, diversity, and respect.