Payment Services Specialist

Tilled

5h • Remote

About The Position

The Payment Services Specialist will handle customer inquiries and provide problem resolution via telephone, email, SMS, and chat, adhering to our service standards. This role involves managing routine calls and inquiries, often requiring deviation from standard procedures. You will address customer inquiries, service needs, and complaints, maintain up-to-date knowledge of our products and services, and provide quality support for payment processing.

A day in the life may include:
Responding to customer inquiries via phone, email, chat, SMS, and Slack
Troubleshooting payment processing and POS-related issues
Reviewing tickets in Zendesk and following up to ensure timely resolution
Supporting customer activations and ongoing payment service needs
Documenting customer interactions and resolutions accurately
Creating or updating internal knowledge-base articles and FAQs
Collaborating with Sales, Payments, Customer Success, and Product teams
Identifying trends, gaps, or opportunities for process and product improvements
Assisting with ad hoc projects as business needs evolve

Requirements

• High school diploma or equivalent
• 3+ years of experience in payments 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
• A customer-first mindset with empathy and patience
• Ability to manage multiple tasks while meeting quality and productivity goals
• Attention to detail and strong documentation habits
• Familiarity with support tools such as Zendesk and collaboration tools like Slack
• Reliability, punctuality, and the ability to work independently

Nice To Haves

• Experience supporting POS products or merchant services
• Deeper knowledge of the payments ecosystem (ISOs, processors, acquirers, 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, and customer needs

Responsibilities

• Responding to customer inquiries via phone, email, chat, SMS, and Slack
• Troubleshooting payment processing and POS-related issues
• Reviewing tickets in Zendesk and following up to ensure timely resolution
• Supporting customer activations and ongoing payment service needs
• Documenting customer interactions and resolutions accurately
• Creating or updating internal knowledge-base articles and FAQs
• Collaborating with Sales, Payments, Customer Success, and Product teams
• Identifying trends, gaps, or opportunities for process and product improvements
• Assisting with ad hoc projects as business needs evolve

Benefits

• Office space in Boulder, CO
• Remote work environment
• Resources to support remote work
• Generous compensation and benefits
• Transparency that trickles down from the C-Level
• Experts in the payments field that can get you up to speed with PayFac-as-a-Service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees