Customer Support Representative

Payment Works is hiring a Customer Support Representative to join our Customer Support team. This role is responsible for managing inbound support requests, resolving customer issues, and delivering a high-quality support experience.

As a Customer Support Representative, you will serve as the frontline of Support—triaging incoming requests, resolving standard issues, and ensuring customers receive timely, clear, and actionable responses. You will develop a strong understanding of the Payment Works platform and customer workflows, using that knowledge to efficiently diagnose issues and determine when escalation is required.

This role plays a key part in maintaining Support efficiency by contributing to documentation, identifying trends, and continuously improving how we support our customers.

The ideal candidate is reliable, detail-oriented, and customer-focused. You are a strong communicator, a proactive problem solver, and someone who thrives in a fast-paced, dynamic environment.

• Manage a high volume of inbound support tickets, ensuring timely and professional responses
• Triage incoming requests to prioritize work effectively and ensure tickets are routed appropriately
• Resolve customer questions and service issues across multiple channels (e.g., email, phone)
• Communicate with customers clearly and professionally, adapting messaging to both technical and non-technical audiences
• Investigate issues thoroughly and escalation is required
• Collaborate with cross-functional teams as needed to support issue resolution and ensure a positive customer experience
• Contribute to the creation and maintenance of knowledge base articles, snippets/templates, and SOPs to improve team efficiency and consistency
• Continuously build knowledge of the Payment Works platform and develop a strong understanding of customer workflows and processes
• Review customer usage patterns and support interactions to identify potential issues or opportunities for improvement
• Demonstrate curiosity and critical thinking to identify and articulate areas for process or product improvement
• Collaborate with team members and contribute to a positive, supportive team environment
• Provide support coverage during company-observed holidays as needed to ensure continuity of service for customers
• Work assigned schedules that support coverage across established support hours, which may change based on business needshallenge the organization to keep the customer in mind while making difficult prioritization decisions that reflect the product’s vision, strategy, and goals.

• Strong communication skills, including clear and effective written and verbal communication
• Experience using a CRM or ticketing platform (e.g., Hub Spot, Salesforce, Jira)
• Exceptional attention to detail and strong organizational skills
• Experience working in a high-volume, deadline-driven customer support environment, preferably in financial services
• Ability to manage multiple priorities and work efficiently in a fast-paced environment
• Strong problem-solving skills and a proactive approach to identifying solutions
• Ability to work both independently and collaboratively as part of a team
• Demonstrated commitment to continuous learning and professional growth
• Interest in improving processes and contributing to team efficiency
• Understanding of Accounts Payable and ACH payment processes is preferred
• Experience supporting strategic or high-value customer accounts, including managing expectations and delivering clear, proactive communication

• We have a proven market need and strong product-market fit.
• Our platform helps organizations automate and secure critical business workflows.
• We value team collaboration, creative thinking, and making meaningful impacts every day.
• We are…