Payment Processing - Customer Support Representative

Payment Processing
- Customer Support Representative

Seattle, Washington, United States

DAT Freight & Analytics is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of freight and logistics innovation for nearly five decades. Founded in 1978, DAT operates the largest freight marketplace in North America — processing 250 million+ load posts annually and maintaining one of the largest repositories of freight market transaction data in the world.

On a defined path to $1 billion in revenue, DAT deploys a suite of software solutions, machine learning models, and intelligent automation tools that help brokers, carriers, and shippers price freight accurately, source capacity, reduce risk, and operate more efficiently. With nearly 700 teammates across offices in Denver, CO;
Portland, OR;
Seattle, WA;
Springfield, MO;
Toronto, ON; and Bangalore, India, DAT combines the credibility of a multi-decade market leader with the drive of a company that is not done disrupting the industry it helped build.

We are seeking a dedicated and empathetic Customer Support Representative to join our team. This is a full-time, in-office role based in Seattle, WA. The physical nature of some of our operations — including inbound payment processing — requires daily on-site presence.

This is a hybrid role: a meaningful portion of your day will be spent on structured payment processing operations — high-volume, detail-intensive work that is foundational to how we serve our customers. The ideal candidate takes equal pride in accurate, efficient back-office execution as they do in customer-facing interactions. This role is expected to evolve toward a greater support focus over time as our operations mature, but candidates should be fully comfortable with — and genuinely suited to — the current split.

What You'll Do

• Payment Processing Operations — Approximately half your working hours, particularly early in your tenure, will involve processing inbound check payments with speed and accuracy. This is methodical, high-volume work that requires sustained focus, consistency, and a low tolerance for error. It's not complex, but it matters — mistakes have direct financial consequences for our customers.
• Customer Interaction
  - Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset.
• Problem Resolution
  - Troubleshoot customer issues, offering clear and concise solutions. Escalate complex issues to the appropriate teams when necessary.
• Product Knowledge
  - Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information.
• Feedback Collection
  - Actively seek customer feedback to improve our services and products.
• Team Collaboration
  - Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution.

The Skills and Experience You'll Bring

• Is located in or able to commute to Seattle, WA and available in-office 8am-4pm
• Takes genuine satisfaction in doing repetitive, detail-oriented work correctly and efficiently — not as a stepping stone, but as a professional standard
• Demonstrates pride, ownership, and accountability for your work, and expects the same from those you work with
• Doesn't need variety to stay engaged — you find flow in process-driven work and measure success by throughput and accuracy
• Shares opinions openly on what's working and what's not across the product, tech stack, and team processes
• Collaborates effectively and empathetically across different roles such as Design, Operations, and Product
• Has the ability to work in a fast-paced environment and to adapt to changing demands
• Has proficiency in using CRM software and other customer support tools (Zendesk, Hub Spot, Freshdesk, etc.)
• Exhibits excellent communication skills, both verbal and written
• 0-3 years of experience

Bonus Skills

• You have proven experience in customer support or a related field
• You have experience in high-volume data entry, payment processing, or…