Customer Support Specialist

About the Role Our Customer Support team serves as the frontline support group for our growing payments portfolio and plays a key role in delivering an excellent customer experience. This position provides direct support to business owners through phone calls, email, chat, text messaging, through our ticketing platform while assisting with account maintenance, reconciliation questions, funding research, product support, and general account inquiries. This role also partners closely with internal teams such as Technical Support, Risk, Product, and Sales to ensure merchants receive timely and accurate resolutions. Customer Support Specialists help identify issues that may require escalation while continuing to advocate for the customer throughout the process. This is a fast-paced, customer-facing role ideal for someone who enjoys helping people, solving problems, multitasking, and learning more about the fintech and payments industry while gaining office experience. What You’ll Do Provide frontline customer support through phone, email, chat, text messaging, through our ticketing system Handle account maintenance requests, reconciliation questions, funding research, and general support inquiries Assist merchants with payment-related questions, product adds, equipment requests, and account updates Support customers with fraud, risk-related, and high-ticket inquiries while partnering with internal departments as needed Identify and elevate technical issues to the Technical Support team when appropriate Manage a fast-paced workload that includes inbound/outbound calls and active support cases simultaneously Utilize critical thinking and problem-solving skills to resolve customer issues Navigate multiple systems and tools to research accounts and provide accurate information efficiently Deliver excellent customer experiences measured through quality assurance and customer satisfaction metrics Contribute feedback, process improvements, and Knowledge Base content to support team growth and operational efficiency Partner with sponsoring banks, software vendors, and internal teams to support merchants effectively Other duties as assigned Travel Requirement Less than 5% Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws. Qualifications 1-2 years of previous call center experience Excellent verbal and interpersonal communication skills Enjoys working with clients and sales reps over the phone Able to assess challenging situations and find opportunities for improvement Able to accurately follow customer workflows in a fast-paced environment Availability for occasional overtime hours Hardworking but with a sense of humor and ability to have fun! Bilingual preferred Benefits 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 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. Hybrid Roles Ability to commute to the designated office location 4 days per week Ability to transport necessary work equipment between home and office, if applicable Note 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. Equal Opportunity Employer 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. #J-18808-Ljbffr Vehlo