Payments Support Agent

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The Role We Need:

We are seeking a Payments Support Agent who is detail-oriented, hard-working, and a natural problem-solver with a high level of "metric-minded" discipline. You will be the primary point of contact for member financial inquiries, embracing a variety of responsibilities from billing troubleshooting to account reconciliations. As part of our Payments Team, you will collaborate with a dynamic group of agents to deliver exceptional, five-star support while hitting key efficiency targets that keep our operations running smoothly.

The Person We Are Looking For:

The ideal candidate is adaptable, empathetic, and a high-velocity communicator. You thrive in fast-paced environments where the ticket queue moves quickly and processes evolve frequently. You are "change-ready" as someone who can learn a new product update or workflow in the morning and apply it by the afternoon. You have a knack for multitasking, possess excellent written communication skills for live chat and email, and remain calm and professional when discussing sensitive payment topics with members.

Here’s What You’ll Do Day-To-Day::
• High-Efficiency Support: Provide first-level payments support to PadSplit members via email, live chat, and phone.
• KPI Excellence: Manage your personal queue to meet or exceed targets for Tickets Per Hour, First Reply Time (FRT), and One-Touch Resolution.
• Billing Resolution: Troubleshoot and resolve complex issues related to payment failures, billing disputes, and account balances.
• Change Adoption: Proactively stay up-to-date with frequent product and process updates, ensuring 100% accuracy in the information provided to members.
• Documentation & Escalation: Maintain precise records in Zendesk and escalate complex financial discrepancies to Tier 2 or Engineering when necessary.
• Continuous Improvement: Contribute to the development of our internal Knowledge Base and identify recurring payment friction points to help us improve the member experience.

Here’s What You’ll Need To Be Successful::
• 2+ Years of Customer Service: Proven experience in a high-volume support environment (Call Center or Tech Support preferred).
• Zendesk Proficiency: Intermediate to advanced experience with Zendesk (or similar ticketing systems) and Google Suite.
• Metric-Driven Mindset: Familiarity with support KPIs like CSAT and Resolution Time; you enjoy seeing your performance reflected in the data.
• Change Agility: A proven ability to follow evolving Standard Operating Procedures (SOPs) and adopt new processes quickly.
• Problem-Solving & Math: Strong attention to detail with the ability to explain account ledgers or computational discrepancies to members clearly.
• Exceptional Writing Skills: Ability to handle Live Chat and email with speed, accuracy, and an empathetic tone.
• Availability: Ability to work flexible hours, including evenings, weekends, and holidays, with consistent and reliable attendance.
• Remote Discipline: High-speed internet and the self-motivation to hit targets in a fully remote, fast-paced setting.

The Interview Process::
• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video panel interview with our members of the payments team for one (1) hour and (15) minutes. For this interview, a candidate will perform a live mock ticket assessment and mock call simulation.
• If warranted, then we move to contract!

Job Type: Full-time Independent Contractor