Program Specialist

As a Program Specialist, Payments Support you will be responsible for delivering exceptional customer service to Fresh Books users. As the Payments subject matter expert in the Support Department, you will manage direct customer inquiries and technical escalations from Core Support Specialists. You will also work closely with external Partners and internal Product Development & Engineering teams to resolve issues and improve the overall customer experience.

You will navigate complex challenges, driving superior customer outcomes while consistently meeting key organizational objectives and metrics.

Note:

This role can be worked remotely from any of the locations above.

• Respond to, troubleshoot, and solve inbound and outbound customer support inquiries across various channels (Phone, Email, Social Media, and Chat) related to Payments.
• Support other specialists by troubleshooting technical issues, usability issues, and product defects through case handoffs and real-time knowledge transfer.
• Liaise with internal Product Development & Engineering departments, external vendors, and Technical Account Managers (TAMs) to surface and solve customer issues.
• Create, monitor, maintain, report on, and advocate for Product Defects (Bugs, SHALP) and Product Enhancements (Usability, USE) related to Payments.
• Assist in leading the customer experience incident management process in real-time, from proactive containment and communication to resolution.
• Partner with the Support Communications team to ensure documentation for the internal knowledge base and external Self‑Service channels is accurate and assist in developing training for the CX department and new hires.

• 1-3 years experience with Technical Support and 1+ years experience working within Payments
• Demonstrated proficiency with helpdesk and project management platforms (e.g., Zendesk, Jira), with the aptitude to quickly master new internal tools and AI‑leveraged workflows.
• Exceptional written and verbal communication skills, specifically the ability to explain complex technical issues and organizational policies to non-technical stakeholders.
• Demonstrated resilience and ability to thrive in a fast-paced, ambiguous environment, coupled with critical thinking and proactive problem‑solving skills.
• High self‑awareness with a commitment to continuous professional development, including a willingness to seek out and act on constructive feedback.
• Ability to manage difficult conversations with Fresh Books users and maintain composure and calm in high‑pressure situations.

• Previous experience delivering high‑tier customer support within a SaaS, B2B Payfac, or Fintech environment.
• Proven expertise in real‑time technical troubleshooting and navigating complex software workflows directly with users.
• Strong aptitude for distilling and articulating intricate technical concepts into clear, user‑facing communications.