Payment Services Specialist

Remote (United States)

About the Role

This opportunity is for a Payment Services Specialist who will support customers across multiple communication channels while helping resolve payment processing, POS, activation, and service-related issues. This role requires strong customer service skills, payments experience, clear documentation habits, and the ability to troubleshoot issues with accuracy and professionalism.

The position is fully remote within the United States. Team members must be comfortable working independently in a remote environment while staying aligned with service standards, productivity goals, and cross-functional team needs. Support team members also receive one half-day off per week on a rotating schedule with other team members.

Employment Type: Full Time

Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Standard Time, regardless of location.

Compensation: $50,000 - $60,000 per year

What You’ll Do

• Respond to customer inquiries through phone, email, chat, SMS, and Slack.
• Handle customer questions, service requests, complaints, and problem resolution while following established service standards.
• Troubleshoot payment processing issues and POS-related problems.
• Review, manage, and follow up on tickets in Zendesk to help ensure timely resolution.
• Support customer activations and ongoing payment service needs.
• Maintain current knowledge of payment products, services, support processes, and customer needs.
• Document customer interactions, issue details, troubleshooting steps, and resolutions accurately.
• Create or update internal knowledge-base articles, FAQs, and support documentation.
• Collaborate with Sales, Payments, Customer Success, and Product teams to resolve issues and improve the customer experience.
• Identify recurring trends, service gaps, product issues, and opportunities for process improvement.
• Manage routine calls and inquiries, including situations that may require sound judgment beyond standard procedures.
• Assist with ad hoc projects as business needs evolve.

Qualifications

• High school diploma or equivalent.
• 3+ years of experience in payments, payment processing, or payment-processing customer support.
• Experience working in a call center or high-volume support environment.
• Strong problem-solving and critical-thinking skills.
• Clear, professional written and verbal communication skills.
• Customer-first mindset with empathy, patience, and professionalism.
• Ability to manage multiple tasks while meeting quality and productivity goals.
• Strong attention to detail and consistent documentation habits.
• Familiarity with support tools such as Zendesk.
• Familiarity with collaboration tools such as Slack.
• Reliability, punctuality, and the ability to work independently in a remote environment.
• Comfortable working remotely and staying productive without close in-person supervision.
• Must be authorized to work in the United States.
• Must reside in a United States time zone.
• Must be flexible to work 8:00 a.m. to 5:00 p.m. MST, Monday through Friday, regardless of location.

Preferred Qualifications

• Experience supporting POS products or merchant services.
• Deeper knowledge of the payments ecosystem, including ISOs, processors, acquirers, and PayFacs.
• Experience contributing to or maintaining internal knowledge bases.
• Exposure to cross-functional collaboration in a fintech or SaaS environment.
• Interest in process improvement and operational efficiency.
• Comfort adapting to evolving products, tools, customer needs, and support workflows.

What’s Offered

• Resources to support effective remote work.
• Optional office space in Boulder, Colorado.
• Competitive compensation and benefits.
• Transparent communication from leadership.
• Access to experienced payments professionals who can help new team members build knowledge of PayFac-as-a-Service.
• One half-day off per week for Support team members on a rotating schedule.
• An inclusive workplace committed to equal opportunity, diversity, and respect for all employees.