Customer Support Representative II (Fintech)

TL;DR

Customer Support Representative II (Fintech): Providing industry-leading technical support and service for payment processing solutions with an accent on resolving complex merchant issues and managing internal administrative tickets. Focus on guiding new merchants through onboarding, ensuring accurate account configuration, and collaborating across departments to maintain high service standards.

Location: Must reside in CA, IL, TX, MN, CO, GA, CT, MA, or NY. Remote, hybrid, or onsite in Santa Barbara.

Salary: $28–$30/hr plus benefits.

Company

A recognized leader in the payments industry providing solutions for in-store, online, and on-the-go transactions since 2000.

What you will do

• Respond to incoming phone calls and support tickets within established SLAs.
• Manage internal administrative tickets, including fraud alerts and transaction errors.
• Guide new merchants through the onboarding process and ensure proper software setup.
• Accurately configure new accounts and maintain detailed records of customer interactions.
• Collaborate with Sales, Underwriting, Risk, and Engineering teams to resolve stakeholder requests.

Requirements

• Must reside in CA, IL, TX, MN, CO, GA, CT, MA, or NY.
• Must be authorized to work in the United States.
• 3-4 years of experience in the payments industry.
• General understanding of merchant accounts and payment processing.
• Clear and effective verbal and written communication skills.
• Comfortable using various software programs and mobile applications.

Nice to have

• ETA CPP certification.
• Familiarity with Zendesk or Salesforce.

Culture & Benefits

• 100% company-paid health, dental, and vision insurance for employees and dependents.
• 401k with 6% match.
• Paid Time Off, 8 company holidays, and 2 floating holidays.
• Home office equipment stipend and annual learning budget.
• Flex First approach allowing choice between remote, hybrid, or office work.