Customer Support Specialist

Customer Support Specialist

Fully Remote Vehlo HQ - Knoxville, TN 37922

Description

Customer Support Specialist

About Vehlo:

We started Vehlo in 2019 with a simple goal: to be the industry's favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We're out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable just ask our over 30,000 customers, who generate more than 60M annual repair orders, and process over $12B in payments volume annually. At Vehlo, our only purpose is your success, and together, we're reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits packageour biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

About the Role:

This role focuses on supporting existing merchants with their day-to-day payment processing needs, acting as a knowledgeable and reliable point of contact across phone, email, and chat. The position handles account updates, explains pricing models and compliance requirements, and investigates/resolves payment-related issues with a focus on long-term solutions. It also requires strong cross-functional collaboration, attention to detail, and expertise in payment industry concepts to manage escalations and deliver accurate guidance.

What You'll Do:

• Provide timely, professional support to existing merchants via phone, email, and chat, serving as a trusted resource for day-to-day payment processing questions and concerns.
• Process account updates including bank changes, pricing adjustments, and monthly statement uploads, ensuring accuracy and proper documentation throughout.
• Explain Dealer Pay's program options including surcharge, non-surcharge, and consumer choice models and help merchants understand the pricing structures and compliance requirements associated with each.
• Investigate and resolve payment-related issues, including statement discrepancies and account concerns, with a focus on long-term solutions rather than one-time fixes.
• Assist with escalated issues related to terminals, virtual terminals, card security, and unusual processing activity, escalating internally when needed and following through to resolution.
• Maintain accurate, thorough records of all merchant interactions, updates, and resolutions across CRM and internal systems.
• Collaborate cross-functionally with Technical Support, Implementation, Enrollment, and Operations teams to resolve complex issues and escalations efficiently.
• Serve as an informed resource on industry topics including interchange rates, PCI compliance, payment network rules, and DMS-integrated payment workflows relevant to the automotive dealership environment.
• Stay current on all Dealer Pay systems, tools, product updates, and platform functionality to provide accurate guidance and represent the product confidently.
• Use Microsoft Office, Slack, and CRM tools to manage communications, track open items, and maintain organized workflows.

Travel Requirement: as needed

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.

Qualifications

What You Bring:

• 2+ years of experience in customer support, preferably in payment processing, fintech, or automotive dealership operations.
• Working knowledge of payment industry concepts including interchange, PCI compliance, processing systems, and dispute resolution.
• Strong verbal and written communication skills, with the ability to explain technical or financial concepts clearly to non-technical audiences.
• Proven problem-solving ability with a proactive, ownership-oriented approach to merchant issues.
• Experience managing complex or escalated customer inquiries with professionalism and follow-through.
• Proficiency in Microsoft Office (Excel, Outlook, Word) and Salesforce.
• High attention to detail and strong organizational habits, particularly when managing multiple open cases simultaneously.

Preferred Qualifications

• Experience with merchant services platforms, payment terminals, or virtual terminal environments.
• Familiarity with surcharge and consumer choice pricing programs and their compliance requirements.
• Exposure to DMS platforms is a meaningful advantage.

Eligible employees may receive:

• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays

Compensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.

Work Environment & Physical Requirements:

• Ability to remain in a stationary position (sitting or standing) for extended periods
• Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)
• Ability to view and interpret information on a computer screen for extended periods
• Ability to communicate effectively via phone, video, and written communication
• Ability to participate in virtual meetings with or without reasonable accommodation

Remote Work Expectations (if applicable):

• Maintain a dedicated, safe, and distraction-free workspace
• Reliable high-speed internet connection sufficient for video conferencing and job-related systems
• Ability to maintain productivity in a remote environment
• Must reside in a state where the company is authorized to employ workers
• Must be able to work core hours aligned to [time zone or schedule expectations]

Additional Information:

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
• Employment may be contingent upon a background check in accordance with applicable laws.

Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.

Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.