Payments Support Associate (Fintech)

Location: Remote within the United States or Canada; in-office, remote, or hybrid options are available, with possible travel to the corporate headquarters in Denver, Colorado, or other North American offices. You must be eligible to work without sponsorship.

Salary: $19.00–$21.00 USD per hour in most US locations.

Company

hirify.global provides vertically tailored SaaS solutions, embedded payment acceptance, marketing technology, and customer experience applications for service-based businesses. EverPro Payments supports PaySimple, an embedded payment platform for small and mid-sized businesses.

What you will do

• Provide high-volume support to SMBs, merchants, and clients through phone, email, and chat.
• Troubleshoot transaction failures, funding delays, chargebacks, fraud alerts, account changes, and other payment-related issues.
• Analyze account activity, transaction trends, and support interactions to identify at-risk merchants and reduce cancellations.
• Guide merchants through onboarding, platform navigation, advanced account features, payment best practices, PCI compliance, and fraud prevention.
• Support direct software users, third-party partners, and integrated SaaS platforms while maintaining accurate CRM records.
• Escalate complex payment disputes, risk assessment, and compliance cases and stay current on payment regulations and chargeback policies.

Requirements

• Strong verbal and written communication skills, including the ability to explain technical payment processing concepts clearly.
• Ability to de-escalate calls, resolve payment-related issues, improve customer satisfaction, and reduce churn.
• Comfort working with CRM systems, payment gateways, and merchant account platforms.
• Ability to adapt to fast-paced, high-volume work while managing multiple tasks efficiently.
• Strong critical thinking, analytical, troubleshooting, and problem-solving skills.
• Ability to handle sensitive financial information with discretion and professionalism.
• Strong commitment to customer satisfaction and relationship-building.
• Must be eligible to work in the United States or Canada without sponsorship.

Nice to have

• Previous customer support experience, preferably in financial services, B2B payments, banking, or fintech.

Culture & Benefits

• Distributed team with employees across the United States, Canada, the United Kingdom, New Zealand, and Australia.
• Flexibility to work in-office, remotely, or in a hybrid arrangement within the country of employment.
• Health and wellness benefits from day one, including an annual wellness stipend.
• 401(k) with up to a 4% match and immediate vesting.
• Flexible and generous flexible time off, plus an employee stock purchase program.