Customer Support Representative II

We are seeking a Customer Support Representative II to provide industry-leading customer support for our customers and ensure that all stakeholder requirements are met including those for our Sales, Underwriting, Risk, Engineering, and Accounting teams.

Pay Junction is relentless and emphatic about helping others. We exist to drive the success of our partners. Specifically, the developers who connect to us, businesses who process payments through us, and all of our team members who work with us at Pay Junction.

We believe dreams inspire people to start a business, and others to partner with them. While building dreams, entrepreneurs and business professionals will face many challenges along the way. We believe great partners can make all the difference.

We are your dream partner.

Your success is our success.

Our dream is to help you realize yours.

We exist to drive the success of our partners. We do this by fundamentally changing the way you transact with others. We just happen to make great payment systems. If you love helping others succeed, in a culture that celebrates perfecting your craft, consider partnering with us.

Pay Junction takes a Flex First approach to work environments. This means that our team members can choose to work from our Santa Barbara office or remotely from home. We ensure that everyone has the resources and equipment to work where they feel most productive. We trust our teams to make the best decision for their work environment. All Pay Junction employees must reside in one of the following states: CA, IL, TX, MN, CO, GA, CT, MA, or NY.

Our Customer Support team’s mission is to provide industry-leading customer service and technical support. We work as a team to empower our clients to succeed by providing them with the support and resources they need to take full advantage of our platform. We deliver prompt and accurate answers and solutions for our clients and we work closely with all departments to provide effective solutions to any issues that arise.

Pay Junction’s Customer Support team provides award-winning customer service and technical support that achieves perennial success by focusing on the core values that shape the way Pay Junction does business.

• Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs).
• Manage internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors.
• Guide new merchants through the onboarding process, providing clear instructions on how to use Pay Junction and ensuring proper setup of partner software.
• Accurately set up new accounts, assess for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions.
• Ensure that relevant teams are included in communications and that stakeholder requests are addressed promptly.

• 3-4 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing.
• ETA CPP certification is a plus.
• Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach.
• Familiarity with Zendesk or similar customer service platforms is a plus.
• Familiarity with Salesforce is a plus.
• Comfortable using technology, including computers, software programs, and mobile apps.

Founded in 2000 by three UCSB graduates, Pay Junction has grown from a bootstrapped startup to a recognized and respected leader in the payments industry. Pay Junction processes more than $12 billion dollars annually for thousands of businesses with solutions that make it easy to accept credit and debit card payments in-store, online, and on-the-go.

Our people-first culture values long-term relationships over short-term profits. Honesty and integrity are part of every interaction with partners, customers and employees. We foster a collaborative work environment, where creative ideas are welcomed, teams are inspired, and success is celebrated. Pay Junction is a place where you can find experienced mentors and…